Senior Manager Service Delivery

C.H. Robinson is looking for a strategic and people-focused Senior Manager, Service Delivery to lead service excellence, drive operational improvements, and ensure seamless transitions from implementation to delivery. If you're passionate about customer satisfaction, team development, and continuous improvement, apply now This is your opportunity to make a real impact

At C.H. Robinson, we believe that in-person collaboration is key to driving innovation and achieving success. In this role, you will work in office five days a week, fostering creativity and producing impactful results through face-to-face interactions. Experience the full benefits of teamwork and immediate collaboration in a vibrant and engaging workplace.

The duties and responsibilities of this position consists of, but are not limited to, the following:

Business Strategy:

• Develop, champion and drive operational strategy for service delivery teams
• Ensure all new implementations and service changes are successfully executed for customers
• Drive consistent execution that meets Service Delivery requirements and expectations
• Leverage Operations Dashboards and internal analytics to understand areas of service excellence & service gaps, and drive appropriate action plans to address identified gaps
• Champion "Operational Excellence" in management of KPIs for the service delivery organization
• Work across teams to identify optimal way of working and implement across accounts
• Identify recurring service delivery interruptions & customer issues, drive root cause analysis and resolve via appropriate corrective & preventive actions
• Point of escalation for service issues and escalate as appropriate to internal stakeholder(s)
• Collaboration across different areas of the business to drive standardization of leading practices
• Identification of allocation of resources to maintain successful SLA's

Team Leadership:

• Lead and mentor manager level direct reports providing regular feedback, coaching and guidance based on performance, dashboards and Personal Development Plan
• Ensure that all assigned team-members have a solid understanding of customer business objectives and the plans to attain those objectives

Required:

• Bachelor's degree from an accredited college or university
• Minimum 7 years of professional experience in operations and/or customer/client service facing role
• Previous experience managing P&Ls & productivity
• Previous experience standardizing processes across customers and/or regions
• Minimum 3 years of experience managing, mentoring, and coaching teams
• Ability to travel up to 15% (domestically and internationally)

Preferred:

• Experience managing successful business operations through Strategic Planning and Operational Excellence
• Advanced proficiency in Microsoft Office Suite of programs
• Strong problem-solving and conflict resolution skills
• Ability to adapt and lead in a fast-paced environment
• Excellent interpersonal/communication and presentation skills, with ability to communicate effectively in a highly responsive and professional manner
• Strong business acumen
• Ability to develop strong working relationships, both internally and externally
• High level of integrity where personal and professional values are aligned with the company's mission, vision and leadership framework
• Ability to work collaboratively within the business setting
• Values a diverse and inclusive work environment

Equal Opportunity

C.H. Robinson is proud to be an Equal Opportunity Employer. We are committed to a workplace and performance culture that reflects the strengths of our worldwide marketplace. We value unique experiences and diverse backgrounds of our people within our company, our business relationships, and our communities. We're committed to providing an inclusive environment, free from harassment and discrimination, where all employees feel welcomed, valued and respected.

Your Health, Wealth and Self
Your total wellbeing is the foundation of our business, and our benefits support your financial, family and personal goals. We provide additional company benefits plan that matter to you most, including life and medical insurance/ Critical illness, accident death and disability Insurance, Paid time off (PTO), Paid Sick Leave, Holiday Allowance and among others, the opportunity to prosper in a Fortune 500 company.