Senior Director, U.S. Brokerage

Join Livingston and grow your career in the constantly changing world of international trade. Livingston is a market leader offering customs brokerage, international trade consulting, compliance, and freight forwarding services around the world. With over 3,000 employees at more than 90 key border crossings, sea ports, airports, and other strategic locations in North America, Europe, and Asia, our fast-paced and collaborative environment offers the opportunity to work with industry leaders, receive recognition for achievements, and develop expertise in the complex and evolving world of trade.

About the Role

As a trusted advisor to Livingston’s leaders and associates, the Senior Director, US Brokerage coaches and provides support, guidance, and advice on management and execution of service delivery for northern border clients. You will maximize revenue and mitigate costs to deliver the annual operating plan while fostering a customer-first culture with diversity, equity, and inclusion in mind. This role involves collaborative decision-making on new initiatives and driving thoughtful change across the organization to enable Livingston’s U.S. and North American brokerage success.

Responsibilities

• Accountable for the overall delivery of brokerage services to a defined segment of clients through the management of multiple client service teams and national service centers.
• Coach, mentor, and improve the performance of direct reports.
• Improve productivity through operational process improvements, workflow management, service excellence, and automation.
• Bring an entrepreneurial approach to the organization and lead by example.
• Monitor and manage service levels to meet client and carrier expectations and needs.
• Establish processes and systems to develop and maintain effective working relationships between various units.
• Act as a liaison between operating units to resolve workflow or other problems impacting efficiency and client service.
• Resolve operational conflicts and identify opportunities for greater synergy between operating units.
• Maintain and promote positive employee relations.
• Develop evaluation systems to track volumes and accuracy of work output, achieving measurable success with the client base.
• Examine and redesign workflows, forms, office configurations, and facilities to maximize efficiency and reduce operating costs.
• Design, develop, and conduct studies aimed at work simplification, efficiency, and improved client service in the end-to-end processing environment.
• Establish, develop, and maintain client relationships.
• Manage client issues by developing action plans and monitoring progress.
• Work with Sales/Service personnel to identify deadlines and commitments with clients.
• Examine workflow fluctuations and identify creative, cost-effective staffing solutions.
• Manage all aspects of the business segment, including:
  • Managing expense budgets
  • Forecasting manpower requirements
  • Conducting resource planning
  • Monitoring key performance indicators for client service teams
  • Resolving relationship issues
  • Developing leadership within operating units
• Foster ongoing development within operating units, including problem-solving, decision-making, performance appraisals, training, and development.
• Plan and organize all aspects of operations for client service teams and support functions.
• Perform other related duties as assigned by management.
• Adhere to established company policies and procedures.

Requirements

• 10+ years of progressive experience in customs brokerage, freight forwarding, or a related field.
• Team management experience, including managing multiple branches or stations with P&L responsibility.
• Experience managing multiple brokerage offices and understanding the complexity of larger freight forwarding operations.
• Fully conversant with all governmental policies/procedures related to Brokerage operations.
• Strong business acumen and an in-depth understanding of the service and financial implications of business decisions.
• Proven ability to use sound judgment in making fact-based decisions.

Qualifications

• Bachelor’s Degree or equivalent.
• Working towards or successful completion of the Certified Customs Specialist (CCS) designation with the Canadian Society of Customs Brokers (CSCB) or the National Customs Brokers & Forwarders Association of America (NCBFAA) is required if not already obtained. Successful completion of the CCS examination is mandatory for further advancement.

Skills

• Strong, results-oriented, and collaborative leadership style with a natural ability to coach, mentor, and develop talent.
• Energetic with a bias for action; proven ability to work in an intense, fast-paced, and sometimes ambiguous environment.
• Entrepreneurial orientation with a focus on innovative process and service improvements.
• Excellent written, verbal, and presentation skills; ability to develop and articulate ideas that generate understanding and motivate participation.
• Ability to maintain effectiveness while managing and balancing multiple tasks.
• Strong interpersonal skills to deal effectively with clients, team members, other departments, and all levels of management.
• Excellent analytical and organizational skills.
• Ability to handle stressful situations and high volumes of work.

Competencies

• Business Acumen and Straight Talk
• Agility
• Customer First Focus
• Accountability
• Leading and Developing
• Inclusion and Collaboration

Benefits

At Livingston, we foster a flexible, growth-oriented environment where you can thrive. Our culture is built on respect, recognition, and collaboration, empowering our team with trusted expertise, continuous learning opportunities, and long-term support. We offer:

• Competitive compensation and a transparent pay philosophy aligned with market data and job-related factors.
• Comprehensive benefits package.
• Incentive opportunities.
• Professional development and continuous learning.

Pay

The good-faith salary range for this position is $117,200 - $181,000 USD. Actual compensation will be determined based on skills, experience, and market conditions.

Schedule

Full Time

Locations: TX Houston - US029 (Home Office), Michigan, IL Schaumburg - US082, NY Amherst - US083