Job Description

Are you a leader with a passion for customer success? Our Small Parcel team is looking for a Manager of Operations to lead a team responsible for operational activities impacting the customer’s experience with parcel solutions, ensuring effectiveness and efficiency throughout the entire process. You will ensure the team achieves productivity, quality, and world-class service objectives by aligning resources and defining role expectations. In addition, you will manage performance and support employee growth and development. This opportunity has significant responsibility to continuously evaluate and improve operational processes, including service and cycle time optimization to meet business goals and efficiency targets. Direct reports may include a combination of individual contributors and/or other operations leaders.

Responsibilities:

Team Leadership:

• Outline employee role accountabilities and expectations; provide daily coaching and manage performance to ensure productivity, quality, efficiency and service objectives are achieved
• Support the personal/professional development for assigned team.Coach and guide to improve performance and drive accountability, and understand needs and create opportunities for experiences that support development needs
• Encourage employee feedback through formal and informal channels by fostering a trusting culture of open two-way communication, inclusivity and continuous improvement
• Cascade communications on office, divisional and organizational initiatives to ensure employee’s understanding and alignment
• Employ strong change management tactics to drive desired behaviors and results.
• Partner with talent acquisition team and as needed, next level leader, to fill open positions.Complete interviews and make hiring decisions

Operations Leadership:

• Collaborate with Small Parcel leadership to ensure execution strategy is in line with business objectives.
• Align resources to support efficiency and effectiveness goals continually reviewing and adjusting where necessary to optimize use of resources
• Establish and/or reinforce a culture centered on quality, process and efficiency from quote to cash to drive desired results and service levels
• Frequently monitor and review aggregated and individual performance to identify opportunities to maximize or improve performance; share reporting and insights with leaders and employees as appropriate
• Continuously evaluate operational processes for effectiveness and efficiency or to remove waste, reduce cost or increase quality.Identify root causes, take corrective action and implement process improvements
• Develop, implement and enhance Standard Operating Procedures (SOP’s) to meet internal and external operational excellence goals. Ensure service delivery standards are being met through routine process review
• Leverage technology to improve efficiency; ensure an understanding of available tools and systems to improve work processes and automation; work with next level leader and/or other operations leaders and internal stakeholders, including IT, to drive system changes to improve effectiveness and/or efficiency; surface suggestions or improvements to drive better performance
• Engage with other network operations leaders; share observations, feedback, and ideas to NAST leadership and WCO peers/stakeholders
• May lead and/or participate in WCO or other operational improvement projects
• Manage internal relationships to ensure collaboration, knowledge sharing and process improvement
• As needed, represent C.H. Robinson at a strategic level with key customers, carriers and vendors

Required Qualifications:

• High School Diploma or GED
• 3+ years supply chain industry experience
• Ability to travel, depending upon position location

Preferred Qualifications:

• Bachelor’s degree from an accredited college or university
• Previous supervisory experience
• Previous customer service experience
• Solid expertise in C.H. Robinson services and operational processes
• Small Parcel experience
• Proficiency in financial and operational performance metrics
• Collaborative, adaptive leadership approach
• Ability to communicate an inspiring vision and engage and motivate a team to perform at their best
• Strong problem solving and conflict resolution skills
• Embraces change and employs a continuous improvement approach to their work
• Demonstrates and evangelizes the importance of quality and service in their work
• Solid written and verbal communication skills
• Values a diverse and inclusive work environment

Equal Opportunity and Affirmative Action Employer

C.H. Robinson is proud to be an Equal Opportunity and Affirmative Action employer. We believe in equality for all and celebrate the diversity of our employees, customers and communities. We believe this increases creativity and innovation, drives business growth and enables engaged and thriving teams. We’re committed to providing an inclusive environment, free from harassment and discrimination, where all employees feel welcomed, valued and respected.

Affirmative Action Employer/EOE/M/F/Disabled/Veteran

Benefits

We are proud to offer a top-tier benefits package, including medical, dental, vision, life and disability insurance, prescription drug coverage, paid parental leave, paid holidays and paid time off (PTO), 401K, employee stock purchase plan, as well as a broad range of career development opportunities.

About C.H. Robinson

From the produce you buy, to the water you drink, C.H. Robinson delivers products to people all around the globe. We are one of the world’s largest 3rd party logistic providers. Join our diverse team to innovate, solve problems, have fun and thrive.