AIT Worldwide Logistics, Inc.
Senior Manager, BPO & Shared Services
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Introduction
Join us at AIT, where we believe every day presents an opportunity to make a global impact! We’re problem solvers, driven by our curiosity and creativity, in endless pursuit of solutions for our customers. Together, we champion the strength of our global teams. And, as trusted advisors, we go above and beyond, working together in a supportive and collaborative environment to ensure customer satisfaction. Through the company's continued growth, we challenge ourselves to be better, continuously learning and growing in our dynamic environment. Helping others is at the core of our culture, join us in finding fulfillment by giving back to our local communities as the united team that is AIT. Find out what our people deliver.® means when you come move the world with us! Hear directly from our teammates at AIT Worldwide Logistics and make us the next stop on your career journey.
Overview
The Senior Manager, Business Process Optimization (BPO) & Shared Services leads a global team responsible for the strategy, governance, and performance of outsourced freight back office operations. This role provides senior leadership across multiple vendors and regions, ensuring the end to end execution of export/import documentation, bookings, confirmations, milestone management, tracking, and exception resolution with consistent SLA attainment, operational reliability, and service excellence. As a strategic partner across internal teams and external providers, the role reinforces governance, aligns outsourced operations with supply chain priorities, and ensures shared-service capabilities mature in step with organizational growth and resilience.
Responsibilities
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Vendor and Partner Governance
- Manages strategic relationships with BPO partners and service providers, ensuring alignment with contractual obligations and performance expectations.
- Conducts regular business reviews, performance assessments, and improvement planning with vendors.
- Strengthens governance frameworks to ensure transparency, compliance, and operational discipline.
Continuous Improvement
- Prioritizes processes and identifies redundancies in processes that can remove waste and reduce costs.
- Leads Kaizen events; maps processes (SIPOC, value stream), removes waste, standardizes handoffs.
- Partners with Automation & AI Analyst/RPA (if available) to target high volume, rule-based activities.
Core Task and SLA & Throughout Management
- Oversees and defines daily production plans, queue priorities, and staffing rosters across BPO teams.
- Manages and monitors cycle times for bookings, HAWB/MAWB creation, arrival notices, pre alerts, and milestone updates (all agreed outsourced functions and tasks) with all BPO teams.
- Runs daily stand-ups; publishes EOD performance dashboards.
Process Governance
- Manages a close alignment with both Global Compliance Teams and Global Quality Teams to ensure they are on target.
- Implements standard input templates (e.g., carrier booking forms, shipper instructions) to reduce rework.
- Ensures data integrity in TMS/ERP (e.g., Cargowise).
- Keeps up to date with global compliance, ensuring the teams are aware of compliance changes.
- Tracks whether operational teams are meeting global standards and regulatory requirements.
- Identifies gaps early and drives corrective actions.
- Ensures audits, KPIs, and quality metrics stay on target.
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Exception & Escalation Handling
- Manages internal & external Customer escalations with BPO teams, supports internal escalations impacting service delivery, demurrage/detention risks. Etc.
- Operates tiered escalation paths with carriers, brokers, and origin/destination operations.
Leadership and Team Management
- Leads, mentors, and develops a global team responsible for outsourced freight back office operations.
- Sets performance expectations, builds capability, and fosters a culture of accountability, continuous improvement, and operational excellence.
- Ensures effective resource planning and talent development to support evolving business needs.
Performs other duties as assigned
Complies with all policies and standards
Qualifications
Education
- Bachelor's Degree in supply chain management, business administration, logistics, or a related field (required)
- Master's Degree with vendor governance and enterprise-level process ownership (preferred)
Experience
- 10+ years of work experience in process improvement, operations, or a related function (required)
- 5+ years in a leadership or people-management role (required)
- 2+ years work experience in global operations (required)
Knowledge, Skills, and Abilities
- Strong background in SLA governance, performance management, and vendor relationship management
- Strong work experience with end-to-end process improvement
- Must have strong leadership and communication skills
- Specialize systems knowledge such as Cargowise
- Knowledge of global compliance and regulations
- Microsoft Office
- Power BI
- Ability to translate complex processes into clear, simple language
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