Manager, Release Operations

JOB SUMMARY

KEY DUTIES & RESPONSIBILITIES

• Manage Release Operations team members, the Release Customs Analysts on a day-to-day basis.
• Responsible for recruiting, coaching, guiding, training, planning, and developing all team members of the onshore Release Team.
• Assist with performance reviews and assists onshore Release Team members to identify development opportunities and establish career development plans.
• Conduct staff meetings as required with all members of the Release Team.
• Consistently review the flow of work to identify production barriers and constrains.  Elaborate strategy to remove the barriers and implement better process to work through constrains.
• Assist Workforce Management (WFM) by providing feedback to the Director, Release Operations and WFM team, on schedule adjustment requirements to better align with the demand flow.
• Continuously monitor the Release Operations team members (including our vendor partners’ members) against key performance indicators and regularly communicate progress.
• Ensure accurate and timely EDI release and rating of all shipments in all modes of transportation for the designated client base.
• May assist Release Operations, as necessary, to help the team meet its performance objectives.
• Daily review with the vendor partners on their feedback and statistics to Support Services on their service level performance.
• Maintain an excellent working relationship with Managers, Service Delivery, Vendor Partner Leads & Managers, Manager Support Services, and/or carriers. 
• Facilitate the relationships between our Vendor Partners Release Operations, our Release Operations, Client Service Teams, Support Services, and other internal departments within Livingston.
• Provide technical expertise in Customs regulations.
• Plan employee scheduling/hours of work based on work volumes, vacations, and public holidays in a 24/7 work environment to ensure all resources are utilized efficiently.
• Accountable for Release Operations service levels.
• Review and analyze change in regulations/trade initiatives and identify impact to client base and Release Operations.
• Identify process improvement and efficiencies by encouraging and facilitating discussions within Release Operations for opportunities to enhance client service and improve day to day operations.
• Participate in the development, coordination, and implementation of required changes to Livingston’s processes and procedures to incorporate new regulations and/or continuous improvement initiatives.
• Monitor Border hold work queues to ensure they are corrected, and escalations are resolved as required.
• Perform other related duties as assigned by management.
• Adhere to established policies and procedures.

KNOWLEDGE & SKILLS

• Ability to lead a team of employees in a service delivery environment while providing coaching and guidance.
• Fully conversant with all applicable Customs laws, regulations, procedures, and industry practices
• Strong interpersonal and communication skills (both verbal and written).
• Strong customer service orientation.
• Strong organizational skills with the ability to meet tight deadlines.
• Advanced Microsoft Office skills. 
• Analytical and problem-solving skills 
• Ability to work in a fast-paced environment and to handle large volume of work.
• Strong team player.

WORK EXPERIENCE – MINIMUM REQUIRED

EDUCATION

CERTIFICATIONS DESCRIPTION