Lead Logistics CX & Operations Manager

Has responsibility for all customer facing activities and for providing
a consistently high quality experience for new and existing customers
in a small/medium size cluster.

Introduction

Maersk is a global leader in integrated logistics and has been an industry pioneer for over a century. Through innovation and transformation, we are redefining the boundaries of possibility, continuously setting new standards for efficiency, sustainability, and excellence.

At Maersk, we believe in the power of diversity, collaboration, and continuous learning and we work hard to ensure that the people in our organization reflect and understand the customers we exist to serve.

With over 100,000 employees across 130 countries, we work together to shape the future of global trade and logistics. Join us as we harness cutting-edge technologies and unlock opportunities on a global scale. Together, let's sail towards a brighter, more sustainable future with Maersk.

What We Offer

This is an exciting career opportunity in an international, challenging business setting known for diversity and being a high-paced environment. You will get to focus on creating valuable relations with current and new customers and work with highly professional teams in an environment where you will be valued, recognized and well rewarded. You will work with amazing and diverse colleagues with a deep sense of commitment to live Our Values and together, go all the way for our customers, society and for each other.

Job Purpose

• Own the delivery of high-quality operations and customer experience by building effective team and processes, driving operational efficiency, enhancing team engagement, etc. while ensuring internal and external compliance.

• Lead transformation in the department through digital adoption, process standardization, and continuous improvement, embedding The Maersk Way into daily operations.

• Act as a key leadership interface to collaborate with related functions, e.g. CX, Product, Tech etc. on scalable solutions and support to rollout within department or large scope when needed.

Key responsibilities ：

Service Delivery Ownership

• Own end-to-end operational performance in the scope and achieve KPI. • Identify potential issues and resolve with a systematic approach.

• Drive consistency and standardization across processes, tools, and execution.

People Leadership & Organization Development

• Lead, coach, and develop a team, building strong succession and capability pipelines.

• Set clear performance expectations and drive a high-performance culture with accountability and ownership.

• Foster a culture of continuous learning, CI mindset, and operational excellence

• Drive engagement and retention within the team. Customer & Stakeholder Management

• Act as senior escalation point for critical service issues and customer risks.

• Partner closely with CX, Account teams, CPMs, and regional/global stakeholders to ensure customer satisfaction and alignment.

Transformation & Continuous Improvement

• Drive digital implementation and adoption of LL products

• Identify process gaps, inefficiencies, and risks; lead CI initiatives and automation opportunities.

• Champion data-driven decision making (performance insights, root cause analysis, Service Quality Control mindset).

• Support large-scale transformation programs, migrations, or onboarding of new customers.

Risk Management & Governance

• Ensure strong operational governance, documentation, and compliance with global standards.

• Identify risks proactively and implement mitigation plans to protect service delivery stability.

• Ensure proper escalation management and structured issue resolution across functions.

Cross-functional Collaboration

• Collaborate effectively with FPO/PPO, Tech, CX, and other GSC teams to drive product and process improvements.

• Act as a bridge between operations and product/tech teams, translating operational needs into scalable solutions.

• Ensure alignment across regions and functions for consistent service delivery.

Required qualification, experience & skills

• 3~4 years and above working experience in data analysis/financial data analysis or related position. Skilled in using Excel.
• 5+ years of experience in logistics or BPO industry
• Proven experience managing senior teams
• Strong project management skills
• Demonstrated experience in driving transformation initiatives (digital tools, process re-design, migrations)
• Strong leadership and people development capability (coaching, succession planning, engagement)
• Excellent stakeholder management and influencing skills across global and cross-functional teams
• Proven ability to drive continuous improvement (CI), standardization, and operational excellence, Lean certificate is preferred
• Strong analytical and problem-solving capability with data-driven decision making
• Fluent in English (written and spoken), with strong ability to communicate and influence stakeholders globally

Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes applicants without regard to race, colour, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, pregnancy or parental leave, veteran status, gender identity, genetic information, or any other characteristic protected by applicable law.

Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes applicants without regard to race, colour, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, pregnancy or parental leave, veteran status, gender identity, genetic information, or any other characteristic protected by applicable law.
We are happy to support your need for any adjustments during the application and hiring process. If you need special assistance or an accommodation to use our website, apply for a position, or to perform a job, please contact us by emailing accommodationrequests@maersk.com.