Senior Director, Shared Services

About the Role

Join The Pasha Group as Senior Director, Shared Services, where you will lead the evolution of a cost-efficient, customer-centric Shared Services organization supporting international logistics operations. This high-impact leadership role is responsible for advancing a multi-year cost optimization roadmap, strengthening service delivery across multiple locations and channels, and embedding AI-enabled tools and automation into daily operations. You will partner closely with Finance, Operations, and senior leadership to translate enterprise priorities into measurable improvements in cost, capacity, productivity, service quality, and customer experience.

Responsibilities

Lead Cost Optimization, Financial Performance & Enterprise Value

• Drive sustainable savings while protecting operational integrity, service quality, and customer outcomes.
• Create, refine, and execute cost optimization roadmaps across multiple Shared Services locations.
• Identify workforce, vendor, process, and automation opportunities that improve cost-to-serve and enterprise value.
• Partner with Finance to establish ROI tracking, budget visibility, financial transparency, and accountability for transformation initiatives.
• Analyze financial variances, identify root causes, and implement corrective actions to support operating and financial goals.
• Connect volume, demand patterns, service mix, and operational drivers to budgeting, forecasting, chargeback agreements, and performance management.

Build Scalable Service Delivery & Operational Excellence

• Create a resilient, flexible Shared Services model that meets changing business needs without compromising customer experience.
• Evaluate and continuously improve multi-channel delivery strategies across digital-first, self-service, and high-touch support models.
• Establish scalable workforce and capacity models that align resources, skills, and demand across service locations.
• Differentiate high-touch activities from transactional work to improve productivity, speed, and service consistency.
• Monitor and improve high-demand and high-risk service areas, including call centers and peak support functions.
• Establish and refine performance frameworks focused on cost savings, SLA adherence, productivity, throughput, first-pass accuracy, and speed-to-resolution.

Drive AI, Automation & Digital Transformation

• Lead adoption of AI tools, automation, and digital capabilities through clear governance, playbooks, training, and change management.
• Leverage data, analytics, and operational insights to balance cost efficiency, capacity, and customer experience.
• Identify opportunities to reduce manual effort, improve service consistency, and increase operational speed and accuracy.
• Create a culture of innovation, performance improvement, and disciplined execution across Shared Services operations.

Lead High-Performing Teams & Cross-Functional Partnerships

• Strengthen organizational design, leadership capability, team effectiveness, and accountability across Shared Services locations.
• Establish a consistent operating cadence, clear ownership structures, and measurable performance expectations across sites.
• Collaborate with Finance, Operations, and senior leadership to align priorities and deliver enterprise-wide results.
• Build a high-performance culture that supports employee capability growth, leadership development, and sustained operational excellence.

Requirements

• Bachelor’s degree in Business Administration, Supply Chain Management, Finance, or related field, or an equivalent combination of education and experience.
• Master’s degree preferred.
• 10+ years of progressive leadership experience in International Logistics Shared Services or multi-function Operations management.
• Demonstrated success leading large-scale transformation initiatives, including cost optimization and operating model redesign.
• Experience designing and managing flexible, multi-channel service delivery models across global operations.
• Expertise in shared services operating models, process optimization, and service delivery transformation.
• Strong knowledge of multi-modal freight operations.
• Proficiency with TMS, shipment visibility, EDI integrations, and operational systems.
• Knowledge of customs processes, trade documentation, and letters of credit.
• Strong financial, analytical, and data-driven decision-making capabilities.
• Proven ability to lead large, distributed teams with high accountability and performance expectations.
• Executive-level communication and stakeholder management skills.
• Understanding of military/government contracts, agreements, and performance metrics strongly preferred.

Skills

• Strategic thinker with the ability to turn enterprise priorities into executable plans and measurable outcomes.
• Strong business and financial acumen with the ability to connect operational performance to financial results.
• Skilled at balancing cost, capacity, and customer experience in a dynamic environment.
• Effective leader who motivates teams, strengthens accountability, and drives sustained performance.
• Analytical and solutions-oriented with a focus on continuous improvement.
• Committed to modeling The Pasha Way: Excellence, Honesty & Integrity, Innovation, and Teamwork.

Work Environment

Corporate and office environment with regular use of computer systems and communication tools. This role requires the ability to travel independently to U.S. locations, including Hawaii.

Travel

Up to 20% of travel is required.