Operations Manager

Operations Manager – International Freight Forwarding

Open Position

Salary - $90,000 - 100,000 + bonus

Operations Manager – International Freight Forwarding

Position Overview

We are seeking a seasoned Operations Manager to oversee the day-to-day activities of a dynamic international freight forwarding operation, encompassing air, ocean, and ground transportation. Reporting to senior leadership, this individual will provide direction to the operations team, including the Freight Forwarding Operations Supervisor, while ensuring seamless shipment execution, strong financial performance, regulatory compliance, and exceptional customer service. The ideal candidate is a hands-on leader who combines extensive freight forwarding knowledge with strong people management skills and a commitment to operational excellence.

Key Responsibilities

Freight Forwarding Operations

• Direct daily air, ocean, and ground freight operations, ensuring shipments are managed efficiently from initial booking through final delivery.
• Oversee all aspects of shipment execution, including documentation, cargo consolidation, transportation arrangements, customs coordination, and final-mile delivery.
• Monitor shipment activity, transit schedules, and service commitments to maintain operational efficiency and customer satisfaction.
• Provide guidance on complex shipments and step in to coordinate air and ocean freight movements when necessary.
• Anticipate potential disruptions, resolve operational challenges, and minimize delays, costs, and service interruptions.
• Maintain compliance with international trade regulations, customs procedures, bonded cargo requirements, and industry standards.
• Build and strengthen relationships with shipping lines, airlines, trucking providers, overseas agents, and logistics partners.

Team Leadership & Development

• Lead, mentor, and support the freight forwarding operations team, including supervisory staff.
• Set clear performance expectations, establish priorities, and promote accountability across the department.
• Manage workload allocation, staffing requirements, and daily operational productivity.
• Provide ongoing coaching, performance feedback, and professional development opportunities.
• Ensure team members are knowledgeable about relevant regulations, operational procedures, and industry best practices.
• Cultivate a collaborative, solutions-oriented team environment that encourages communication, ownership, and continuous improvement.
• Address employee concerns and performance matters with professionalism and sound judgment.

Financial Performance & Process Improvement

• Oversee shipment margins, operating expenses, and overall departmental profitability.
• Negotiate competitive carrier and transportation rates to optimize service and cost efficiency.
• Support freight quotations, pricing strategies, and customer rate negotiations as required.
• Ensure accurate and timely customer billing, vendor invoice review, and financial documentation.
• Review operational workflows, systems, and procedures to identify inefficiencies and improvement opportunities.
• Introduce process enhancements that strengthen productivity, accuracy, service delivery, and profitability.
• Promote consistent and accurate use of freight forwarding systems, shipment records, and operational reporting.

Customer Relations & Business Collaboration

• Act as a senior point of contact for escalated customer concerns, complex shipment issues, and service disputes.
• Ensure timely resolution of operational challenges while maintaining strong customer relationships.
• Promote clear, proactive communication regarding shipment progress, documentation, service expectations, and potential delays.
• Partner with Sales and senior management to support customer retention, account development, and business growth.
• Contribute operational expertise to management discussions, strategic initiatives, and customer solutions.
• Remain informed of changing market conditions, trade regulations, carrier developments, and international logistics trends.

Qualifications & Experience

• Significant experience in international freight forwarding, with comprehensive knowledge of air and ocean import/export operations.
• Demonstrated success leading or supervising freight forwarding operations teams.
• Strong understanding of FCL, LCL, air cargo and ground transportation.
• Experience managing carrier and vendor relationships, negotiating freight rates, and optimizing shipment profitability.
• Proven ability to streamline operations, establish effective procedures, and resolve complex transportation challenges.
• Strong leadership capabilities with excellent coaching, communication, and interpersonal skills.
• Highly organized, detail-oriented, and comfortable managing multiple priorities in a fast-paced environment.
• Proficiency with freight forwarding platforms, shipment management systems, and operational reporting tools.
• Customer-focused mindset with strong analytical, decision-making, and problem-solving abilities.
• Willingness to remain actively involved in daily operations and manage shipments directly when required.