Head of Operations

Responsibilities

• Establish and standardize an end-to-end operating framework (SOPs, metrics, work cadence), and drive consistent adoption through audits and iterative improvements.

• Build a structured operating rhythm (daily/weekly/monthly reviews) to surface issues early, align stakeholders, and ensure follow-through on actions.

• Design and govern a 24/7 operating model with clear handovers, accountability boundaries, and escalation paths across the shipment lifecycle.

• Lead regional operating capability build-out: team structure, decision rights, scorecards, succession planning, and leadership development.

• Own end-to-end network planning across hubs, gateways, and distribution sites, including capacity strategy and resilience options.

• Define service tiers and support SLA governance with stakeholders, balancing transit time, cost, and service experience.

• Drive routing, wave/manifest design, and cycle-time compression initiatives to improve flow efficiency and reduce dwell time.

• Oversee linehaul capacity execution (air, ocean, land, multimodal), including planning, utilization optimization, and exception handling.

• Monitor and improve operational KPIs (e.g., fulfillment rate, on-time performance, transit time, utilization, exception ratios, unit cost), and lead corrective actions.

• Own operational cost and margin outcomes, including unit cost models, annual budgeting, and peak readiness planning.

• Lead cost-down programs (e.g., consolidation, re-tendering, productivity improvements, automation enablement) with measurable savings targets.

• Set up and run an exception-management “control tower” approach: detection, response, escalation, root-cause review, and preventive actions.

• Manage vendor performance across cost, quality, and risk dimensions (e.g., carriers, warehouse providers, brokers), including governance routines.

• Drive compliance and safety practices relevant to cross-border operations (e.g., controlled goods handling, customs governance, workplace safety).

• Partner with product/engineering teams to improve systems and visibility (e.g., OMS/TMS/WMS integration, operational dashboards, forecasting, decision-support tools).

• Sponsor process re-engineering and continuous improvement programs to shift execution from manual dependence to scalable, system-driven operations.

• Travel within the region as required to support operational alignment, performance reviews, and site governance.

Requirements

• Bachelor’s degree or above in Supply Chain, Logistics, Industrial Engineering, Transportation, International Trade, or a related discipline.

• 12+ years of experience in international logistics or cross-border supply chain operations, including 8+ years in an operations-focused track.

• 5+ years managing end-to-end or multi-segment operations (e.g., linehaul, warehousing, customs, last-mile) with accountability for outcomes.

• Demonstrated experience building and implementing operating standards, processes, and performance management from the ground up (not only optimizing mature systems).

• Strong network design and operational planning capability, including identifying transit-time and cost improvement opportunities.

• Proven budget ownership and unit-cost management, with a track record of driving structural cost reduction.

• Hands‑on incident leadership capability: make timely decisions during peak periods, restore service, and run disciplined post‑incident reviews.

• Ability to influence stakeholders in a matrix environment through clear governance, alignment, and data‑backed recommendations.

• Experience managing teams across multiple locations, including developing leaders and setting consistent training/standardization practices.

• Preferred: MBA and/or relevant professional certifications (e.g., supply chain, project management, continuous improvement).