Job id: r45396
service delivery supervisor
primary location: monterrey, nuevo leon mexico
c.h. Robinson is hiring a
supervisor, service delivery
to join our robinson managed solutions (rms) team
in this role, you will be responsible for executing the service delivery strategy for an assigned customer or customer portfolio, aligned with customer slas and expectations. You'll drive service delivery excellence, customer satisfaction, personnel development, and continuous improvement across operational processes.
this is a hybrid role based in monterrey, mx with the expectation to come into the office once a week.
duties & responsibilities:
the duties and responsibilities of this position consists of, but are not limited to, the following:
business strategy:
* ensure consistent execution that meets service delivery requirements and customer expectations
* leverage operations dashboards and internal analytics to identify areas of service excellence and opportunities for improvement; collaborate with teams to address gaps
* apply continuous improvement methodologies to manage and improve service delivery kpis
* identify recurring service interruptions and customer issues; lead root cause analysis and implement corrective and preventive actions
* act as the primary contact for operational service delivery needs
* collaborate cross-functionally to standardize and scale best practices
team leadership:
* lead and develop direct reports through regular coaching, feedback, and guidance, supported by dashboards and personal development plans
* ensure team members understand customer business objectives and their role in achieving them
* provide the necessary resources for the team to execute daily operations effectively
* coordinate schedules to ensure account coverage, including pto, meal, and break coverage
* maintain and implement account-specific onboarding for new team members
* perform other duties as required based on team or country-specific needs
qualifications
required
:
* minimum 3 years of experience in operations and/or customer-facing service roles
* experience mentoring and/or coaching team members
* ability to travel up to 7.5% (domestically and internationally)
preferred:
* bachelor's degree from an accredited college or university
* previous supervisory experience
* experience driving business execution through standard practices and operational excellence methodologies
* proficiency in microsoft office suite
* strong problem-solving and conflict resolution skills
* adaptability and leadership in fast-paced environments
* excellent interpersonal, communication, and presentation skills
* proven ability to build strong internal and external relationships
* high level of integrity, aligning personal and professional values with the company's mission, vision, and leadership framework
* collaborative mindset and commitment to teamwork
* strong commitment to diversity and inclusion in the workplace
ch robinson is an equal opportunity employer. All employment decisions are made without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, genetics, or disability.
benefits
we offer a competitive benefits plan above the mexican labor law. This includes life and medical insurance, a wealth accumulation plan (plan de pensiones), an employee stock purchase plan, and among others, the opportunity to prosper in a fortune 500 company.