Manager, Control Tower & Service Delivery (Ocean Logistics)

Location: Shanghai, China

Company

hirify.global provides technology-enabled global trade and logistics solutions for companies moving goods across international supply chains.

What you will do

• Lead, mentor, and develop a regional Control Tower Service Delivery program manager team.
• Oversee purchase order, booking, allocation, and shipment management workflows across APAC.
• Drive customer onboarding, service reviews, retention, satisfaction, and profitable growth.
• Monitor operational metrics, milestone timeliness, data quality, reporting, and customer SLAs.
• Act as the escalation lead for complex customer service issues and systemic operational challenges.
• Partner with operations, gateway, commercial, product, account management, planning, and business development stakeholders to improve service delivery.

Requirements

• BA/BS degree required; supply chain, logistics, or business administration is preferred.
• At least 5 years of experience in logistics, freight forwarding, supply chain, ocean carrier operations, consulting, or control tower customer care.
• At least 2–3 years of experience managing people and leading customer care or supply chain operations teams.
• Strong knowledge of purchase order management, ocean logistics, origin/destination workflows, and shipment execution.
• Experience with P&L analysis, unit economics, cost-to-serve optimization, data quality controls, and process improvement.
• Excellent stakeholder management, communication, negotiation, root-cause analysis, and organizational skills.

Nice to have

• Ocean freight knowledge and experience with vendor relations.
• Experience improving software capabilities, automated reporting, and operational systems.

Culture & Benefits

• Customer-focused environment centered on service quality, retention, and operational excellence.
• Emphasis on structured processes, continuous improvement, experimentation, and challenging ineffective practices.
• Collaboration across regional and global operational, commercial, product, and gateway teams.
• Flexibility to work outside standard office hours, including occasional weekend or night shifts in certain locations.
• Commitment to integrity, inclusion, equal opportunity, and a high standard of professional conduct.