Manager, Operations - International

The Manager, Operations - International is responsible for leading and optimizing a multi-modal transportation operation spanning domestic and international air freight forwarding and domestic trucking (FTL/LTL), and warehousing/distribution services for a diverse portfolio of B2B and enterprise accounts. This role owns end-to-end operational performance, from booking through final delivery, while managing both internal teams and a broad network of air carriers, ground carriers, agents, and third-party service providers.

The ideal candidate is highly analytical, operationally hands-on, and experienced in managing complex air and ground transportation networks and customer relationships in a fast-paced, deadline-driven environment.

• Own performance of a domestic and international air freight network as well as a domestic trucking (FTL/LTL) network
• Monitor and drive KPIs including on-time transit, freight claims/damage rates, customer satisfaction, and cost efficiency per shipment
• Identify performance gaps and implement corrective actions across origin/destination teams, agents, and carrier partners
• Ensure efficient booking, routing, and capacity planning across air and ground networks

• Build and manage relationships with airlines, air freight agents/GSAs, and domestic trucking carriers (FTL/LTL)
• Lead regular business reviews with carriers and agents to ensure SLA compliance and continuous improvement
• Partner with leadership on carrier/agent selection, rate negotiation, onboarding, and contract management
• Ensure adherence to safety, regulatory, and company standards across the network

• Serve as primary operational contact for key accounts across domestic and international air freight and domestic trucking shipments
• Manage complex customer relationships, including manufacturing, retail, and enterprise clients
• Oversee project pricing, quoting, and execution for large-scale and time-critical initiatives
• Handle escalations and drive root-cause resolution to improve customer satisfaction (NPS/CSAT)

• Oversee daily operations across:
  • Domestic air freight forwarding, including time-critical and next-flight-out shipments
  • International air freight forwarding (import/export)
  • Domestic trucking, including full truckload (FTL) and less-than-truckload (LTL) service
  • Warehousing, distribution, and specialized project coordination
  • Coordinate across internal teams (operations, warehouse, customer service, pricing)
  • Ensure seamless handoffs between origin agents, air carriers, ground carriers, and final delivery

• Leverage data to identify trends, inefficiencies, and cost drivers across trade lanes
• Develop dashboards, reporting, and performance scorecards
• Lead process improvement initiatives using Lean, Six Sigma, or similar methodologies
• Create and standardize operational processes and documentation

• Manage freight cost structures, rate management, and profitability by lane and account
• Analyze cost drivers and identify savings opportunities across air and trucking spend
• Ensure adherence to budgets while maintaining service quality
• Support business development initiatives and strategic growth opportunities

• Lead hiring, training, and development of operations staff
• Drive workforce planning and staffing strategies across business lines
• Foster a culture of accountability, compliance, and continuous improvement
• Collaborate cross-functionally with leadership, sales, and support teams

• Manage day-to-day operational challenges including delays, damages, and service failures
• Make real-time decisions balancing customer expectations with operational realities
• Navigate complex, high-value, and time-sensitive international logistics projects

• Bachelor's degree in Supply Chain, Logistics, Business, or related field (or equivalent experience)
• 7+ years of experience in air freight forwarding, domestic trucking, or 3PL logistics operations
• Experience managing carrier networks, including airlines and domestic trucking (FTL/LTL) partners
• Proven ability to manage complex domestic and international B2B customer relationships
• Strong analytical skills (Excel, BI tools, or similar)
• Excellent communication skills with the ability to influence stakeholders at all levels

• Experience with freight forwarding/TMS platforms (e.g., Cargo Wise, Magaya, or similar)
• Experience with time-critical, next-flight-out, or charter air freight shipments
• Experience with domestic FTL/LTL routing and dispatch software
• Lean/Six Sigma certification or equivalent
• Additional language proficiency a plus

They physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to…