Freight Control Tower Assistant Manager

Responsibilities

• Operations Management
  • Lead daily FCT operations to ensure timely shipment execution, milestone accuracy, and service performance across assigned lanes/countries.
  • Proactively monitor shipments in real time, identify delays, and intervene with carriers, customers, and internal teams.
  • Ensure compliance with agreed SOPs, SLAs, KPIs, and customer requirements.
  • Update and adjust SOPs according to customer needs.
  • Oversee the availability and accuracy of documents (POD, HAWB/MAWB, invoices, permits) and work with carriers to resolve gaps.
  • Able to accommodate occasional adhoc meetings with stakeholders across different time zones (e.g., AU, NZ, EMEA), though this is not expected to occur frequently.
• Carrier & Stakeholder Coordination
  • Serve as the single point of contact (SPOC) for daytoday operations between customers, carriers, and internal DHL functions.
  • Manage escalations related to service deviations or urgent operational support.
  • Conduct regular service reviews and performance discussions with carriers and internal stakeholders.
• Exception & Performance Management
  • Lead hypercare for highpriority shipments, customer escalations, and timecritical events.
  • Communicate shipment updates, exceptions, and recovery plans promptly to customers.
  • Support business continuity scenarios by providing regular updates until resolution.
  • Drive root cause analysis (RCA) and ensure implementation of corrective/preventive actions (CAPA).
• Reporting & Data Integrity
  • Ensure accuracy of shipment milestones, ETA updates, and overall data quality in FCT platforms, dashboards, and reports.
  • Validate and align costsavings initiatives, service metrics, and performance reports with customers and internal teams.
  • Provide operational insights to support reporting and decision
• Governance & Continuous Improvement
  • Support regional governance of FCT processes, reporting cadence, and operational standards.
  • Identify opportunities to optimize workflows and enhance customer value.
  • Lead or support MBR/QBR reviews, customer calls, and continuous improvement initiatives.
• Team Leadership
  • Lead and mentor the FCT team to ensure high performance and operational discipline.
  • Manage shift schedules, workload allocation, and skill development.
  • Foster a culture of accountability, customer focus, and continuous learning.

Qualifications & Requirements

• Bachelor's degree in Supply Chain, Logistics, Business, or related field (or equivalent experience).
• Minimum 5 years experience in freight forwarding, logistics operations, control tower, or transportation management.
• Strong understanding of international shipping (air, ocean), Incoterms, and carrier operations.
• Experience in customerfacing roles with strong stakeholder management skills.
• Proficiency in Excel/PowerBI and datadriven reporting Visio is a plus.