Manager Service Delivery

4 tygodni temu

Wrocław, Polska C.H. Robinson Pełny etat

C.H. Robinson is looking for a Manager of Service Delivery to lead our service strategy for a select group of clients. In this role, you’ll ensure our high standards are met by focusing on Service Delivery Excellence, enhancing Customer Satisfaction, and supporting team development, all while championing continuous operational improvement.

If you're driven by impactful service and leadership, we want you on our team Apply today to be part of our success.

DUTIES AND RESPONSIBILITIES
The duties and responsibilities of this position consist of, but are not limited to, the following:

Business Strategy

  • Drive consistent execution that meets Service Delivery requirements and expectations.

  • Serve as the senior escalation point and take accountability as the 3rd level of escalation, directly addressing any customer escalations as needed.

  • Leverage Operations Dashboards and internal analytics to understand areas of service excellence and identify service gaps, working with teams on actions to address these gaps.

  • Utilize continuous improvement methodology to manage KPIs for the service delivery team.

  • Identify recurring service delivery interruptions and customer issues, driving root cause analysis and resolving them through corrective and preventive actions.

  • Act as a key customer contact for Service Delivery (Operational) needs.

  • Collaborate across multiple areas of the business to drive standardization of leading practices.

Team Leadership

  • Lead and mentor direct reports, providing regular feedback, coaching, and guidance based on performance, dashboards, and Personal Development Plans.

  • Ensure all team members have a strong understanding of customer business objectives and actionable plans to achieve them.

  • Ensure the service delivery team has the resources needed to execute day-to-day operations.

  • Coordinate schedules to ensure proper account coverage, including PTO, meals, and breaks.

  • Enforce compliance with management routines, including team meetings and 1:1s, to maintain consistent team engagement and alignment.

  • Maintain and utilize Account-Specific Onboarding for new team members.

QUALIFICATIONS

Required

  • Minimum 5 years of experience in operations and/or customer-facing roles

  • Minimum 5 years of leading and managing teams

  • Proficiency in English, with strong communication and presentation skills

  • Tech-savvy, with experience utilizing AI tools and technology in daily work

  • Ability to travel up to 10% domestically and internationally

Preferred

  • Bachelor’s degree from an accredited university or equivalent blend of education and experience

  • Proficiency in executing business initiatives using Standard Practices and Operational Excellence methodologies

  • Advanced skills in Microsoft Office Suite

  • Strong problem-solving, conflict resolution, and adaptability skills in a fast-paced environment

  • Strong business acumen and ability to build effective relationships internally and externally

  • High level of integrity aligned with the company’s mission and values

  • Collaborative mindset for effective teamwork across the organization

WHAT WE OFFER:

  • Real opportunities to grow your talent in a fast-moving, global organization

  • A fun, open, and inclusive workplace that encourages innovative thinking

  • Possibility to develop your language skills in our multilingual offices

  • Opportunities for professional growth with access to training platforms like Percipio and GoFluent

  • Comprehensive benefits: competitive salary and performance-based bonuses, Private medical insurance, additional Life infurance, Cafeteria plan - My Benefit, Employee Assistance Program (EAP), Employee Stock Purchase Plan (ESPP) after one year of employment

Questioning if you meet the mark? Studies have shown that women, people of color, and individuals with disabilities may be less likely to apply unless they match the job description exactly. Here at C.H. Robinson, we’re building a diverse and inclusive workplace where all employees feel they belong. If this position excites you, we welcome you to apply whether you check all the preferred qualifications or just a few. You may just be our next great fit

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