Lead Logistics CX and Operations Manager

• Lead and manage a team (typically at least 15 FTE) within Lead Logistics CX & Operations, delivering services for Key Client (KC) and Enterprise retail customers.

• Own end-to-end service delivery performance, ensuring operational excellence, customer experience, and alignment with Lead Logistics product standards.

• Drive transformation through digital adoption, process standardization, and continuous improvement, embedding The Maersk Way into daily operations.

• Act as a key leadership interface across CX, Product (FPO/PPO), Tech, and Account teams to ensure scalable, sustainable solutions and customer success.

Key responsibilities

Service Delivery Ownership

• Own end-to-end operational performance across scoped, ensuring KPI achievement

• Ensure proactive customer support and early issue resolution across all products in scope.

• Drive consistency and standardization across processes, tools, and execution.

People Leadership & Organization Development

• Lead, coach, and develop a team, building strong succession and capability pipelines.

• Set clear performance expectations and drive a high-performance culture with accountability and ownership.

• Foster a culture of continuous learning, CI mindset, and operational excellence

• Drive engagement and retention within the team.

Customer & Stakeholder Management

• Act as senior escalation point for critical service issues and customer risks.

• Partner closely with CX, Account teams, CPMs, and regional/global stakeholders to ensure customer satisfaction and alignment.

• Support key customer governance (QBRs, performance reviews, transformation discussions when needed).

Transformation & Continuous Improvement

• Drive digital implementation and adoption of LL products

• Identify process gaps, inefficiencies, and risks; lead CI initiatives and automation opportunities.

• Champion data-driven decision making (performance insights, root cause analysis, Service Quality Control mindset).

• Support large-scale transformation programs, migrations, or onboarding of new customers.

Risk Management & Governance

• Ensure strong operational governance, documentation, and compliance with global standards.

• Identify risks proactively and implement mitigation plans to protect service delivery stability.

• Ensure proper escalation management and structured issue resolution across functions.

Cross-functional Collaboration

• Collaborate effectively with FPO/PPO, Tech, CX, and other GSC teams to drive product and process improvements.

• Act as a bridge between operations and product/tech teams, translating operational needs into scalable solutions.

• Ensure alignment across regions and functions for consistent service delivery.

Required qualification

• Strong leadership and people development capability (coaching, succession planning, engagement)

• Excellent stakeholder management and influencing skills across global and cross-functional teams

• Strong analytical and problem-solving capability with data-driven decision making

• Proven ability to drive continuous improvement (CI), standardization, and operational excellence

• Strong communication skills in a complex matrix organization

• Fluent in English (written and spoken), with strong ability to communicate and influence stakeholders globally

Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes applicants without regard to race, colour, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, pregnancy or parental leave, veteran status, gender identity, genetic information, or any other characteristic protected by applicable law. We are happy to support your need for any adjustments during the application and hiring process. If you need special assistance or an accommodation to use our website, apply for a position, or to perform a job, please contact us by emailing accommodationrequests@maersk.com.