Senior Associate, Control Tower & Service Delivery

TL;DR

Senior Associate, Control Tower & Service Delivery (Logistics/Supply Chain): Ensuring service delivery of operational commitments and development plans for Control Tower (order management/booking management) customers across APAC origins with an accent on SLA-to-operations translation, near real-time KPI visibility, and performance gap risk management. Focus on driving corrective actions, running performance reviews, and co-creating improvement initiatives with customers while feeding operational and system gaps back into product and tech.

Location: Shanghai, China

Company

hirify.global builds technology-enabled solutions for global trade and logistics.

What you will do

• Monitor production and process performance to ensure APAC teams deliver against agreed SLAs, coordinating corrective actions with internal and external stakeholders.
• Translate CT customer SLAs into gateway operations and manage performance using near real-time KPI and leading process measures.
• Maintain and improve customer documentation (SOPs, instructions, vendor manuals, contact lists, routing guides) and ensure internal stakeholders fully understand customer processes and deliverables via training and coaching.
• Proactively identify performance gaps and risks, collaborate with country teams on CAPA, and escalate structure/system/resource/facility risks with global product & tech teams.
• Review operational and financial performance of existing customers to improve service delivery and profitability via CT supply chain value engineering and revenue management.
• Collect and feed operational/system gaps back to evolve product systems, processes, and implementation methodology; co-create improvement initiatives with destination teams based on the value roadmap.

Requirements

• BA/BS degree.
• Minimum 5+ years of experience in logistics, freight forwarding, supply chain, ocean carrier operations, or consulting.
• Ocean freight knowledge is a plus.

Culture & Benefits

• Equal opportunity employer.
• Commitment to diverse and engaged workforce.