Director ACS Field Operations; US & CA)

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We are looking for a Director ACS Field Operations (US & CA) based in Erlanger, United States of America.

This position serves as the primary performance interface between ACS and all internal and external handling operations. The ACS service organization is a "virtual" organization, so the holder of this role must be comfortable directing an operation using internal and external suppliers. The criteria used to evaluate success will be transit performance, build up density, capacity utilization, and operational unit costs.

• Responsible for establishing and maintaining operating procedures and performance, providing exceptional service, meeting the appropriate service level targets, setting contractual agreements, ensuring and analyzing service delivery performance, leveraging ACS tools and engaged with technology, and driving improved performance at reduced unit costs.
• Provides guidelines to a cargo operation and warehouse to ensure handling operations are consistent with the group business strategy.
• Monitors quality and adherence to IATA and Global ACS standards and is responsible for constant improvement and optimization of products, density, build and service.
• Develops a high performance, service-oriented Cargo culture within the Hub and surrounding warehouses.
• Operational Planning - Work with ACS service providers to ensure compliance of Global Standard Operating Processes and Service performance objectives, including: DHL HUB Management, DHL Network Control Group Management, DHL Network Planning & ULD Management, DHL Linehaul Planning, All 3rd party handling companies / CFS Contracts / GHA's (as appropriate), Trucking companies / vendors, Interline carriers / Airlines, DHL Regulatory, Service Quality teams, and Legal entities
• Operations – Daily / Weekly reviews service quality & compliance to the ACS GSOP. Identifies shortfalls and directs Operations on immediate and long-term recovery contingencies. (E.g. station staffing issues, Import Customs delay, lost Export documentation, shipment misroutes, ACS GSOP compliance, etc...).
• Customer management – Personally handles escalated complaints from key account management.
• Build Planning – Work with Capacity Management, Network Operations, Network Planning, Load Control and ground handling operations to ensure ACS capacity is utilized as planned. Implement new truck routes to supplement air capacity. Work with the HUBs and all local CFS locations to improve Unit Load Device utilization in order to maximize ACS revenue opportunities.
• Analysis and Quality Improvement – Support the data, metrics, and analytical capabilities needed to measure and improve service performance, reduce unit costs and align with GSOP, e.g. Capacity utilization –analysis of ACS capacity utilization, overnight vs second day splits, overbooking, etc... for purposes of creating incremental revenue opportunities
• Technology – Support ACS systems reviews; ACS users on how to leverage Cognos, TGV, pTGV, CMS and OCNT.
• Vendor management – Measure and improve performance of all 3rd party handling agreements. Regulatory – Ensure all…