JOB TITLE: Senior Manager OperationsJob Location: Karachi, PakistanJob Purpose: Responsible for overseeing and optimizing the end-to-end air and ocean freight operations to ensure timely, cost-effective, and compliant service delivery. This role plays a key leadership position, working cross-functionally with the Operations and Sales Team to enhance operational efficiency, drive customer satisfaction, and support business growth objectives. Job Description: Meeting and exceeding agreed KPIs & SLA with customers and other stakeholders. Manage vendor relationships including carriers, airlines, ocean liners, and ground transport providers.
Collaborate with stakeholders (internal & external) to understand customer expectations and translate that knowledge into process improvements / changes to improve operational efficiency & customer experience. Act as a liaison between sales team, operations team, and network offices, ensuring smooth communication and coordination. Provide operational insights to support product pricing strategy based on key market insightsHandle key customer accounts from an operational standpoint and manage escalations. Conduct regular customer connect to understand their concerns / challenges and take appropriate corrective measures for addressing them and ensuring retention. Foster a high-performance, customer-focused culture across teams. Ensure periodic reporting to management with key business highlights.
Identify process inefficiencies and implement improvements to enhance productivity. Monitor departmental budgets and ensure effective utilization of resources as well as periodic budget reporting. Qualification & Requirements: Graduate preferably Masters in Supply Chain or Business. 7-10 years relevant experience. Experience in managing service delivery team in an international supply chain management & freight forwarding set up on a leading position. Thorough knowledge of Ocean Freight & Air Freight operations Excellent understanding of principles of Freight Forwarding & ShippingStrong customer service mindset with ability to connect with customers and go an extra mile in resolving their issues / concerns. Excellent communication and presentation skills.
Project management experience and process mindset. Strong business acumen and industry knowledge. Leadership and coaching skills. Strong Analytical & Problem-Solving skills Result and solution-oriented mindset.
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