Manager, Service Quality

Role Summary

This position is responsible for NA region service quality oversight. The three main areas of responsibility for this position are:

• Leading the North American Service Quality Program

• Working with key stakeholders to key performance indicators (KPIs) and metrics to monitor, evaluate, and enhance operational product performance.

• Monitoring vendor performance management programs, setting standards and driving accountability to ensure external partners meet critical service delivery and quality benchmarks.

• Supporting all other operational departments related to service quality matters, internal publishing, and service analytics.

Additional Responsibilities

• Performing data analysis of service quality anomalies and trends to adjust to market conditions and minimize service failures.

• Aiding in facilitating service quality council meetings.

• Planning and executing strategy for short, medium- and long-term needs.

• Communicating complicated messages and recommendations in compelling ways to senior levels within the business.

• Providing detailed explanations about the service quality performance to ONE NA board members as well as the management in overseas Global Headquarters periodically.

• Encouraging people to share knowledge/information cross-functionally.

Core Required Skills And Competencies

• Strong understanding of key matrixes related to container shipping industry

• Strong operational understanding of container service standards

• Strong decision-making and problem-solving skills

Function Specific Skills

• Ability to work cooperatively with other departments including offices worldwide

• Strong project management experience

• Strong business process experience

• Strong communication and presentation skills

• Strong proficiency in ONE Business Intelligence Tools such as Looker and OPUS

• Strong proficiency in MS applications: Excel, Word, and Access

• Advanced and detailed analytical knowledge of Appscript, Pivot Tables, and other pertinent functions in Googlesheets

Required Minimum Years Experience

• 5+ years of industry-related experience

• 2+ years of management experience

Required Minimum Education

Bachelor’s degree preferred

Benefits

Opportunities available with hybrid working arrangements
Total rewards package including medical, dental, vision, life insurance, short-term and long-term disability, 401K plan

About Ocean Network Express (ONE)

Ocean Network Express (ONE) was incepted on July 7, 2017, following the liner service integrations of Kawasaki Kisen Kaisha (“K” LINE), Mitsui O.S.K. Lines (MOL) and Nippon Yusen Kaisha (NYK). The new entity functions from its global headquarters in Singapore, supported by regional headquarters in Hong Kong, Singapore, the United Kingdom, the United States, and Brazil. ONE is the world’s sixth-largest container carrier with a fleet size of approximately 1.91 million TEU. Operating more than 240 vessels, it offers an expeditious and reliable international network of over 130 services to 120 countries and beyond. ONE is a member of the Premier Alliance, a global ocean carrier consortium.

What We Offer

Opportunities available with hybrid working arrangements
Total rewards package including medical, dental, vision, life insurance, short-term and long-term disability, 401K plan

Nearest Major Market

Naperville

Nearest Secondary Market

Chicago