Operations Manager

Operations Manager – International Freight Forwarding

Open Position

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

Position Overview

We are seeking an experienced Operations Manager to oversee daily air and ocean freight forwarding operations while leading a team of Logistics Coordinators.

The ideal candidate brings strong international freight forwarding experience, proven leadership capabilities, and a hands-on approach to managing shipment execution, customer service, and operational performance.

This role requires someone who can balance team development, operational efficiency, customer satisfaction, and profitability in a fast-paced freight forwarding environment.

Key Responsibilities

Operations Management

• Oversee daily air and ocean import/export operations, ensuring efficient and timely shipment execution.
• Manage international shipments from booking through customs clearance coordination and final delivery.
• Monitor shipment volumes, service levels, documentation accuracy, and operational performance.
• Troubleshoot escalated shipment issues, delays, and service disruptions.
• Work closely with carriers, overseas agents, customs brokers, and transportation providers.
• Identify opportunities to improve workflows, operational efficiencies, and customer experience.

Team Leadership

• Lead, mentor, and support five direct reports consisting of Air and Ocean Logistics Coordinators.
• Manage workload distribution, daily priorities, and team productivity.
• Provide coaching, training, and performance feedback to strengthen team capabilities.
• Establish clear expectations and accountability for service quality, accuracy, and responsiveness.
• Foster a collaborative, solutions-oriented team environment.

Customer Service & Financial Performance

• Serve as an escalation point for key accounts and complex customer requirements.
• Ensure competitive carrier procurement and effective cost management.
• Monitor shipment profitability, billing accuracy, and operational expenses.
• Collaborate with sales and leadership to support customer retention and business growth.
• Maintain strong relationships with customers, vendors, and international partners.

Qualifications & Experience

• 5+ years of international freight forwarding experience, including strong exposure to both air and ocean freight.
• Previous experience supervising or managing freight forwarding operations teams.
• Strong knowledge of FCL, LCL, air cargo, import/export documentation, Incoterms, and customs clearance processes.
• Understanding of international carrier relationships, freight rates, and shipment profitability.
• Experience with CargoWise or comparable freight forwarding software considered an asset.
• Strong organizational, problem-solving, and decision-making skills.
• Excellent communication and customer relationship management abilities.
• Ability to lead by example while remaining actively involved in day-to-day operations.
• CIFFA certification or relevant logistics/supply chain education considered an asset.