.**DUTIES AND RESPONSIBILITIES**The duties and responsibilities of this position consists of, but are not limited to, the following:**Business Strategy**:- Drive consistent execution that meets Service Delivery Freight Audit and pay requirements and expectations- Leverage Operations Dashboards and internal analytics to understand areas of service excellence & service gaps, and work with teams on actions to address identified gaps- Learning and utilization of continuous improvement methodology in management of KPIs for the service delivery team- Identify recurring service delivery interruptions & customer issues, drive root cause analysis and resolve via appropriate corrective & preventive actions- Key customer contact for Service Delivery (Operational) needs- Collaborate with multiple areas of the business to drive standardization of leading practices- Oversee projects (savings, first pass yield, carrier financial scorecard, PFEL, accessorial/spend analysis)- Understand, interpret, and translate carrier contracts for the purposes for audit and payment**Team Leadership**:- Lead direct reports by providing regular feedback, coaching and guidance based on performance, dashboards, and Personal Development Plan- Ensure assigned team-members have a solid understanding of customer business objectives and the plans to attain those objectives- Ensure service delivery team has resources required to execute day-to-day operations- Coordinate schedules to ensure proper account coverage. Examples of but not limited to PTO, meals, breaks- Maintain and utilize Account Specific Onboarding for new team members- Other duties or responsibilities as assigned according to the team and/or country specific requirements**QUALIFICATIONS**Required:- Bachelor's degree from an accredited college or university- Minimum 3 years of experience in operations and/or customer/client service facing role- Experience mentoring and or coaching small project teams- Ability to travel up to 7.5% (domestically and international)Preferred:- Experience executing businesses through Standard Practices and Operational Excellence methodologies- Proficient in Microsoft Office Suite of programs- Strong problem-solving and conflict resolution skills- Ability to adapt and lead in a fast-paced environment- Strong interpersonal/communication and presentation skills, with ability to communicate effectively in a highly responsive and professional manner- 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**Disclaimer**:- This job description is intended to generally describe the nature and level of work to be performed by employees in this position