Operations Team Lead jobs at Global-e

Responsibilities:

• Oversee the daily activities of operations team members, ensuring tasks are completed accurately and on time.
• Develop and implement operational procedures to enhance efficiency and effectiveness.
• Manage and track team Key Performance Indicators (KPIs), ensuring goals are met or exceeded.
• Collaborate with other departments to ensure seamless operations and alignment with company goals.
• Manage conflict, coach, mentor, and develop the team’s skills to achieve desired results.
• Leveraging Zendesk’s capabilities, the Operations Team Lead ensures that the customer support team functions smoothly
• Promptly engage with carriers to obtain timely responses, ensuring the efficient closure of cases.
• Constantly monitor and fix FTS (Failed transfer to shipping) & Address Validations
• You will be responsible for managing one or more of the carrier exception reports that Operations receives daily.
• Be proactive and escalate when appropriate.
• Cover team members holidays/absence.
• Continual learning is a requirement, and you must keep on top of the new functionalities on the 3 weekly Sprints.
• As part of the Operations team, you will be required to attend a regular departmental meeting where you will be asked to input. (We discuss the weeks prior events, we discuss new ideas/ways to drive efficiencies, we help each other, and identify/investigate root causes of reoccurring issues & assist to deliver solutions)
• Assist in new starter training for Ops & Bridge team as you take on your own area of expertise within the team.
• Support/assist Ops to answer internal stakeholders/merchant enquiries in line with procedures
• As the role develops you will also be tasked with the monitoring on a merchant/merchant’s performance report.

• A minimum of 5 to 10 years in logistics, with a strong emphasis on international parcel delivery.
• Proven experience in managing complex, global logistics teams.
• Excellent written communication skills in English.
• An open mind and a proactive, ‘can-do’ attitude.
• Ability to handle a high volume of work with speed, accuracy, and efficiency.
• Additional language skills are advantageous.
• Advanced troubleshooting and multitasking abilities.
• A strong focus on addressing and resolving customer issues.
• Flexibility in approach and work environment.
• Strong problem-solving and analytical skills.
• Ability to work collaboratively within a team, as well as independently, with effective prioritization skills.
• Proficiency in Microsoft Excel is essential.

Compensation: $85,000-$90,000