Command Center Monitoring Supervisor

Expeditors is a global logistics company headquartered in Seattle, Washington. A Fortune 500 company, Expeditors employs over 15,000 trained professionals in a worldwide network of over 250 locations across six continents. Expeditors satisfies the increasingly sophisticated needs of international trade through customized solutions and seamless, integrated information systems.

Cargo Signal, a wholly-owned subsidiary of Expeditors, offers global control and oversight of the location and condition of products moving through the supply chain. Through active, real-time monitoring using advanced cargo sensors, our team of security and logistics professionals keeps an eye on shipments in transit and takes steps to respond based on customer priorities.

A Cargo Signal Operations Lead is expected to be a highly regarded expert in Command Center Operations.  With a bias for action, dedication to continuous improvement, and a commitment to delivering exceptional customer service.

Operational Excellence & Quality Assurance

+ Proactive Monitoring & Escalation:
Respond to alerts and provide expert support in critical escalations, ensuring timely and effective resolution. Serve as on‑call support for high‑severity incidents..

+ Quality Assurance:
Regularly review Command Center monitoring activities and incident reports to identify root cause for errors and actionable insights and recommend corrective actions.

+ Training & Development:
Assist in create training material and exercises to equip Command Center with the skills needed for effective alert response.

+ Process Optimization:
Implement strategies to improve communication, situational awareness, decision-making, and teamwork within the monitoring operations.

Team Collaboration & Customer Focus

+ Cross-Functional Communication:
Foster clear and consistent communication between monitoring operations and other departments, ensuring a unified, customer-centric approach.

+ Customer Expectation Alignment:
Collaborate with Sales and Transition & Implementation teams to thoroughly understand and meet customer monitoring expectations.

+ Operational Knowledge Sharing:
Train operations teams on specialized response protocols and keep them informed of program updates and changes.

+ Technology & Service Expertise:
Maintain a deep understanding of Cargo Signal's hardware, software, and service offerings, providing valuable feedback for continuous improvement.

Process Development and Implementation

+ Scalable Process Design:
Work with leadership to streamline monitoring workflows, identify inefficiencies, and implement scalable, efficient solutions.

+ Policy & Procedure Development:
Work with leadership to implement monitoring policies, procedures, and best practices to optimize performance in a 24/7 environment.

+ Customer-Centric Process Implementation:
Implement, review, and adjust processes to comprehensively address customer needs related to alert monitoring and emergency response.

+ SOP Management:
Partner with Business Operations to review and refine customer-specific SOPs, ensuring clarity and accuracy. Create, validate, and maintain customer profiles, select appropriate alert rules within the Cargo Signal platform, and manage escalation contact lists.

Knowledge:

+ Personal and professional alignment with Cargo Signal culture and critical success factors.

+ Experience in a logistics or security Command Center environment.

+ Strong organization, communication, and execution capabilities.

+ Experienced problem solver, strong collaborator, and able to provide clarity around complex topics.

+ Proven customer service skills.

+ Proven ability to analyze data and generate actionable insights.

+ Strong understanding of security and incident response protocols.

+ Excellent communication and collaboration skills.

+ Ability to thrive in a fast-paced, 24/7 operational environment.

+ Strong technical aptitude, and the ability to learn new systems quickly.

+ Must have strong understanding of logistics functions (Air, Ocean, Trucking, Distribution, Risk Management).

+ Understanding of security equipment used, such as:
Cargo Signal platform, GPS trackers, and cellular networks.

+ Familiarity with emergency/ incident response protocols and processes.

+ Complete understanding of maps and global addresses and communication.

+ Three years of proven experience in logistics operations.

+ Two years of supply chain security experience.

Skills:

+ Effective interpersonal skills, including proven abilities to listen, comprehend, effectively communicate clearly and concisely to obtain positive results.

+ Strong organizational skills.

+ Good computer skills (Outlook, Excel, Word, PowerPoint, Zoom).

+ Fluent in English (required) - Additional language skills (preferred).

Behaviors:

+ Positive and willing-to-help attitude.  Brings the best out in people.

+ Lead by example; self-driven toward quality work and to always be learning.

+ Aptitude for resolute questioning to find the root cause when given incomplete information.

+…