Lead Logistics CX & Operations Manager

Key responsibilities

Service Delivery Ownership

• Own end-to-end operational performance across scoped ensuring KPI achievement

• Ensure proactive customer support and early issue resolution across all products in scope.

• Drive consistency and standardization across processes tools and execution.

People Leadership & Organization Development

• Lead coach and develop a team building strong succession and capability pipelines.

• Set clear performance expectations and drive a high-performance culture with accountability and ownership.

• Foster a culture of continuous learning CI mindset and operational excellence

• Drive engagement and retention within the team.

Customer & Stakeholder Management

• Act as senior escalation point for critical service issues and customer risks.

• Partner closely with CX Account teams CPMs and regional/global stakeholders to ensure customer satisfaction and alignment.

• Support key customer governance (QBRs performance reviews transformation discussions when needed).

Transformation & Continuous Improvement

• Drive digital implementation and adoption of LL products

• Identify process gaps inefficiencies and risks; lead CI initiatives and automation opportunities.

• Champion data-driven decision making (performance insights root cause analysis Service Quality Control mindset).

• Support large-scale transformation programs migrations or onboarding of new customers.

Risk Management & Governance

• Ensure strong operational governance documentation and compliance with global standards.

• Identify risks proactively and implement mitigation plans to protect service delivery stability.

• Ensure proper escalation management and structured issue resolution across functions.

Cross-functional Collaboration

• Collaborate effectively with FPO/PPO Tech CX and other GSC teams to drive product and process improvements.

• Act as a bridge between operations and product/tech teams translating operational needs into scalable solutions.

• Ensure alignment across regions and functions for consistent service delivery.

Required qualification

• At least 5 years of experience in supply chain / logistics / operations preferably within Lead Logistics

• Proven experience managing senior teams

• Strong experience in customer-facing roles with enterprise clients

• Demonstrated experience in driving transformation initiatives (digital tools process re-design migrations)

Core skills

• Strong leadership and people development capability (coaching succession planning engagement)

• Excellent stakeholder management and influencing skills across global and cross-functional teams

• Strong analytical and problem-solving capability with data-driven decision making

• Proven ability to drive continuous improvement (CI) standardization and operational excellence

• Strong communication skills in a complex matrix organization

• Fluent in English (written and spoken) with strong ability to communicate and influence stakeholders globally

Maersk is committed to a diverse and inclusive workplace and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes applicants without regard to race colour gender sex age religion creed national origin ancestry citizenship marital status sexual orientation physical or mental disability medical condition pregnancy or parental leave veteran status gender identity genetic information or any other characteristic protected by applicable law.
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