Manager, Brokerage Solutions - Process & Systems

Responsibilities

• Develop and maintain Standard Operating Procedures and process documentation for brokerage operations within the assigned country
• Work with operational leaders to translate strategic direction into clear, documented workflows
• Support automation and AI/OCR/ICR initiatives by providing operational requirements, participating in testing, and supporting adoption
• Create training materials such as SOPs, guides, and webinar content for new and existing employees
• Deliver onboarding training for new hires and ongoing training sessions for operational teams
• Parenthesize cross-functionally with Freight, PMO, Compliance, and Technology teams to support workflow alignment and process improvement
• Serve as subject-matter expert on U.S. in-bond, FTZ workflows, and related regulatory processes
• Standardize U.S. brokerage workflows across all U.S. offices supporting Customs Services
• Document and refine freight-to-brokerage transitions throughout U.S. operations
• Support AI/ICR automation initiatives tied to U.S. release processes and PGA requirements
• Aid in readiness for growing FTZ activity by ensuring clear, scalable workflows

Requirements

• Minimum 5-10 years of experience in Customs Brokerage operations
• Strong background in process documentation, workflow analysis, and operational improvement
• CargoWise One experience preferred
• Experience with automation or AI-related operational initiatives is considered an asset
• CCS, CTCS, LCB or equivalent industry designations preferred
• Strong business acumen and understanding of country-specific customs regulations and programs
• Proficiency in MS Office and other workflow-related tools

What You Offer

• Ability to work independently as a self-starter with strong follow-through
• Excellent interpersonal skills for interaction across multiple departments
• Strong project management skills with proven ability to deliver against timelines
• Exceptional written and verbal communication skills with the ability to clearly present ideas and solutions
• Exceptional attention to detail and organizational capability
• A collaborative mindset and commitment to customer service excellence

What We Offer

• Equal opportunity employer
• Competitive compensation
• Comprehensive Benefits package, including fitness reimbursement program(s)
• Education Reimbursement Program
• Balance between work and home life
• Opportunities to contribute to operational excellence, automation, and modernization initiatives across Delmar's Customs Services network
• Salary Range : $90,000-95,000 USD