Customer Service & Operations Manager

 

Customer Service & Operations Manager, Australia 

 

About Flexport:

 

At Flexport, we believe global trade can move the human race forward. That’s why it’s our mission to make global commerce so easy there will be more of it. We’re shaping the future of a $10T industry with solutions powered by innovative technology and exceptional people. Today, companies of all sizes—from emerging brands to Fortune 500s—use Flexport technology to move more than $19B of merchandise across 112 countries a year. 

 

The recent global supply chain crisis has put Flexport center stage as we continue to play a pivotal role in how goods move around the world. We are proud to have the support of the best investors in the game who believe in our mission, solutions and people. Ready to tackle global challenges that impact business, society, and the environment? Come join us.

 

The opportunity:

 

The Operations Manager in Melbourne will play a pivotal role in building and leading Flexport Australia’s operations, supporting our mission to make global trade easier for everyone. As the second employee in the region you will wear many hats and will be instrumental in delivering the growth of Flexport within the region. You will develop a deep knowledge of the local market, build and lead a team of 3-5 motivated operations experts, engage key stakeholders, and double-hat as Account Manager as we scale our team. 

 

Your direct customers are internal and external stakeholders: demand, customs brokers, carriers, terminals, trucking providers, and our end customers. You will be responsible for becoming the subject matter expert for Australian operations across all modes. You will scale operational excellence, build and coach your team, and drive continuous improvement to ensure Flexport’s clients experience world-class service.

 

Tactical Responsibilities:

As a leader, you will become an expert in executing the end-to-end movement of shipments across Ocean and Air, imports and exports.

• You will hire, coach and develop a 3-5 person team responsible for the end-to-end handling of FCL, LCL, Air, and intermodal shipments.
• You will personally represent Flexport’s value proposition by recommending supply chain solutions for new clients, and identifying growth opportunities for overseas demand teams

• You will directly engage clients and act as Australian Account Manager as we scale our team through 2026.
• You will guard the “front line” in ensuring the highest standard of Flexport quality: the right processes and metrics are in place for shipments to move “on-time” and exceptions resolved quickly and appropriately. 
• Establish scalable operational infrastructure and procedures that maximize efficiency and productivity.
• Serve as the primary escalation point for internal and external stakeholders (carriers, vendors, customs, and trucking partners).

 

Adaptive Responsibilities:

• Being a small team, you will deep-dive and fill gaps that may be outside your day-to-day remit
• You will work with gateway and global management to ensure the right metrics and data are in place to empower your team to deliver great performance.
• You will be responsible for monitoring and improving overall cost-to-serve while maintaining a high level of client satisfaction.
• You will drive cross-functional collaboration across customs, trucking, procurement, and product/engineering teams to ensure operational excellence.
• You will empower your team to prioritize and align on key initiatives, experiment with the best ways to drive growth and maintain high employee engagement.
• Mentor and grow your team’s leadership capabilities, preparing junior team members for future responsibilities.
• Create feedback loops with key  stakeholders to align operations with evolving client needs.

Scope of Duties:

• Manage team member performance and evaluation. 
• Responsible for handling carrier and client escalations.
• Provide team training and onboarding of new hires.
• Pilot operational improvement projects and drive Account Management collaboration. 
• Responsible and involved with the company change management. 
• Support internal and external clients to make the best decision by acting as an industry expert, conducting necessary research, and delivering recommendations.
• Live and act with integrity guided by the company values including sustaining a high bar for operational quality and service.
• Contribute to the development of differentiating Flexport operations from the industry.

 

What you will need:

 

Practical:

• An Australia or New Zealand passport, or
• Be a partner of an Australia or New Zealand passport holder

 

Experience:

• Bachelor’s degree in supply chain, logistics, or related field.
• 5+ years of experience in freight forwarding, supply chain, or logistics operations, with demonstrated people leadership skills
• Good understanding of customs, carrier practices, and the regional logistics landscape.

Mindset: 

We’re looking for folks that have:

• Hands-on, process-oriented, structured thinker with strong problem-solving capabilities 
• Courage to challenge the status quo when logic and reason require it. See something broken? Fix it!
• Demonstrated ability to lead teams in day-to-day execution and process improvement
• Excitement to manage relations and create a best-in-class operational structure
• Strategic vision and ground floor execution
• Excellent communication, interpersonal and organizational skills
• Client service mindset - obsessed with client and squad happiness
• A mastery of internal and external communication
• The desire to lead, train and develop up and coming industry talent

Growth and Development:

In this role, you will:

• Learn how to scale a country operation from the ground up
• Gain deep expertise in Australia and New Zealand trade and supply chains
• Develop leadership capabilities in managing operational teams
• Build regional relationships with carriers, vendors, and partners across Australia and New Zealand