Manager, Release Operations

Manager, Release Operations

Join Livingston, the largest customs broker in Canada and the third largest entry filer in the U.S. We’re a market leader offering customs brokerage, consulting and compliance, and freight forwarding services at more than 90 key locations in North America, Europe and Asia. Customs brokerage is our core business and helping our customers navigate the complex and changing world of international trade is what we do best. Consider joining our team for the opportunity to grow your career. From entry level to expert advisors, our supportive culture of learning will help you get the career you want.

Job Type: Full Time 

Location: NY Amherst - US083

JOB SUMMARY

Reporting to the Director, Release Operations, the Manager Release Operations is accountable for the day-to-day supervision of Release Operations in a 24/7 work environment. Accountabilities include coordinating all activities within a Release Operations, shift scheduling and managing productivity levels to ensure accurate and timely EDI release and rating in accordance to Livingston service standards.

KEY DUTIES & RESPONSIBILITIES

• Manage Release Operations team members, including Customs Specialists and 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.
• Conduct 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.
• Key point of contact for our vendor partners to coordinate workflow management strategy to their leads, assist with ongoing coaching, guidance, training, and development for their team members
• 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

5 years of related experience

EDUCATION

Preferred: Associates Degree or post-secondary education

CERTIFICATIONS DESCRIPTION

COMPETENCIES

Business Acumen and Straight Talk

Customer First Focus

Leading and Developing

Inclusion and Collaboration

Agility

Accountability

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.

For Canada: Livingston is an equal opportunity employer and committed to creating and sustaining an inclusive environment in which all individuals are treated with dignity, respect and one which reflects the diversity of the community in which we operate. Accommodations are available for applicants and employees with disabilities throughout the recruitment process. If you require accommodations for interviews or other meetings, please advise when submitting your application.