Command Center Operations Lead

Command Center Operations Lead

Requirements

• Must have strong understanding of logistics functions (Air, Ocean, Trucking, Distribution, Risk Management).
• Expert knowledge of Expeditors systems and internal operations.
• Understanding of security equipment used, such as: Cargo Signal platform, GPS trackers, and cellular networks.
• Familiarity with emergency/ incident response protocols and processes.
• Complete understanding of maps and global addresses and communication.
• Effective interpersonal skills, including proven abilities to listen, comprehend, effectively communicate clearly and concisely to obtain positive results.
• Strong organizational skills.
• Good computer skills (Outlook, Excel, Word, PowerPoint, Zoom).
• Fluent in English (required) – Additional language skills (preferred).

Responsibilities

• Ensure efficient day-to-day operations of the Cargo Signal Command Center.
• Support in operations where needed, including critical escalation.
• Implement, review, and adjust processes to address customer needs appropriately and comprehensively, in collaboration with the Business Operations Team.
• Update alert response steps in Cargo Signal customer profiles.
• Train team members on any special or irregular response steps.
• Constantly review their team’s work.
• Ensure we are providing quality work and premium service.
• Identify root cause for errors and implement solutions in collaboration with Command Center Manager.
• Implement performance metrics to monitor areas of continuous improvement and promote operational efficiency.
• Maintain thorough awareness and understanding of Cargo Signal technology and service offerings.
• Support Sales Team with operational knowledge and advice.
• Ensure a smooth transition between shifts, with an appropriate turnover.
• Lead a team of Logistics Security Analysts with 3-5 direct reports.
• Support their team’s development and career growth.
• Conduct bi-weekly individual check ins focused on performance and employee satisfaction.
• Conduct regular team meetings to promote team cohesion and operational uniformity.
• Conduct regular performance reviews supported data and feedback.
• Collaborate closely with Command Center Manager on operational and training needs.
• Collaborate with Command Center Manager to create shift plans ensuring 24/7/365 Command Center coverage.
• Adjust personal work hours to cover operational needs. Fill gaps as needed.
• Understand and communicate the company’s vision and strategy.
• Develop and organize individual ongoing training, exercises, and qualification standards for their team.
• Conduct incident response drills.
• Ensure their team understands how their work is tied to outcomes.
• Ensure that explanations and training coming from Monitoring Supervisor and Command Center Manager are understood by their team.

Preferred Qualifications

• Any one of: AA, AS, BA, BS Degrees (*desired*)
• Supervisory experience with hiring, direct reports, conducting reviews, etc. (*preferred*)
• Security/military/law enforcement background a plus
• EI Leadership / EI Supervisor / Change Management / IATA Certification (*desired*)
• Supply Chain Security Certification + Dangerous Goods Certification (*will be assigned if not yet acquired*)