Deskripsi pekerjaan
About the Role As Head of Operations & Customer Success, you will be responsible for ensuring every ShipIT transaction is executed seamlessly—from booking confirmation to voyage completion and payment collection. This role is critical in building a world-class operational ecosystem that delivers reliable shipments, exceptional customer experiences, and long-term client retention. You will lead the operational backbone of the business, ensuring that every shipment is completed safely, efficiently, and transparently while driving customer trust and repeat business. Key Responsibilities Lead end-to-end transaction execution, including booking confirmation, customer onboarding, voyage preparation, cargo loading, vessel operations, discharge activities, documentation, invoicing, and payment collection. Establish and manage a centralized operational control tower to monitor shipment status, ETA performance, delays, exceptions, risks, and escalations. Build strong relationships with cargo owners and vessel owners, ensuring proactive communication, operational visibility, and effective issue resolution. Develop and optimize customer onboarding, user activation, customer support, account health monitoring, and customer retention programs. Ensure complete and accurate transaction documentation, including Charter Party Agreements (SPAL), Shipping Instructions, Bills of Lading, Manifests, NOR, SOF, Handover Reports, invoices, tax invoices, and other supporting documents. Define, implement, and monitor service-level agreements (SLAs) covering response times, documentation completion, issue resolution, voyage updates, and customer communication standards. Create seamless handover processes between Sales and Operations to ensure complete transaction readiness before execution. Conduct post-mortem reviews of delayed, failed, or problematic transactions and drive continuous improvement through SOP enhancements and operational excellence initiatives. Develop operational dashboards and reporting frameworks covering shipment performance, customer health metrics, SLA compliance, issue tracking, and executive-level reporting. What We're Looking For
Informasi lowongan
- Tipe pekerjaan
- Full-time
- Gaji
- Negosiasi