Manager, Control Tower & Service Delivery

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 role of Manager, Control Tower Service Delivery (CTSD) is a critical part of making Flexport’s mission to make global trade easy for everyone a reality. Flexport today connects almost 10,000 clients and suppliers across 109 countries. In this role, you will join our Customer Care organization as a key people leader, driving operational execution, customer excellence, and sustainable growth across your scope of responsibility.

You will lead, direct, and optimize a regional team, enabling our customers to optimize their end-to-end supply chains through advanced purchase order (PO) management, booking management, and control tower service solutions.

Utilizing your strong freight forwarding expertise and ocean market knowledge, you will drive continuous service improvements to ensure complete customer satisfaction and service delivery in line with global CT standards. Your success is measured by your ability to drive customer retention, maintain best-in-class data quality, optimize the cost-to-serve, and scale high-performing operational teams across Asia Pacific.

Your primary objectives are driving high levels of service quality, executing strategic customer engagement, and ensuring continuous improvement of processes and controls across the region. You will do this in close collaboration with internal operational, commercial, product, and gateway stakeholders while focusing on the following key objectives:

People Leadership & Strategic Responsibilities

• Team Leadership & Empowerment: Manage, mentor, and inspire a regional CTSD program manager team. Review daily trends, achievements, and operational challenges to set clear daily objectives and empower your team to meet them.

• Talent Development & Delegation: Selectively delegate activities to give team members opportunities to expand their portfolios and gain new experiences. Provide continuous feedback, coaching, and guidance anchored in skills matrices and personal development plans.

• Customer Engagement & Growth: Focus on customer retention, satisfaction, and growth through high service quality. Partner closely with commercial key stakeholders, sea logistics leads, and regional management to continuously optimize the customer experience.

• Cross-Functional Collaboration: Engage daily with operations, gateway teams, and business development peers to ensure seamless cross-functional alignment, drive customer retention, and pursue profitable growth across targeted trade lanes.

• Financial & P&L Oversight: Accountable for analyzing team P&L, deploying strategic initiatives to optimize performance, and delivering against all financial targets and strategic objectives for APAC.

• Process Innovation & Improvement: Regularly