This role will lead a team that provides operational support to our Managed Logistics customers. The adecuado candidate will bring a strong customer service background and a passion for delivering a world-class customer experience. This position focuses heavily on employee development, coaching, and team performance while ensuring operational excellence. Typical responsibilities will include but are not limited to reporting, process improvement, coaching, training, and oversight of daily execution.
Duties and responsibilities:
Provide routine coaching and development for all direct reports, focusing on both performance improvement and long-term career growth
Reviewing and ensuring accuracy of daily reporting both internal and external
Lead and develop front-line employees who serve as primary points of contact for Managed Logistics customers
Monitor and report on productivity metrics to drive team performance and operational success
Implement new processes to improve operational efficiency and close performance gaps
Training of new employees and validation check points to ensure performance
Evaluate and adjust current processes to promote scalability and service excellence
Conduct daily and weekly department meetings to align priorities, performance, and team development




Collaborate with manager to strengthen alignment between operational goals and team performance
Create employee schedules to ensure optimal staffing and coverage during peak and off hours
Maintain strong awareness of team performance and proactively address opportunities for improvement
Participate in the onboarding and go-live process for new Managed Logistics customers
Participate in the Managed Logistics on-call program by providing support during nights and weekends as needed
Qualifications:
~ Bachelor's degree in supply chain field or equivalent combination of education and experience.
~3-5 or more years of experience in operations, freight/transportation or purchasing role.
~ Customer service experience required, preferably in a fast-paced or customer-facing operational environment
~ Demonstrated ability to lead, coach, and develop a team of employees
~ Passion for employee development, mentorship, and performance management
~ Solution-driven with a proven track record of identifying opportunities and improving processes
~ Excellent written and verbal communication skills
~ Advanced CRM and TMS skills
~ Proficient in Microsoft Excel

📌 Manager, CRM Operations (Zapopan)
🏢 BlueGrace Logistics
📍 Zapopan