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Lead Logistics CX and Operations ManagerMaersk · China, Sichuan, Chengdu, 610041
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Maersk

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Lead Logistics CX and Operations Manager

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🗓️ Posted 2026-10-11 China, Sichuan, Chengdu, 610041 Full-time Hybrid Manufacturing Transport Logistics
💰 Salary Not shared 📊 Market 18,000 DKK–28,000 DKK/mo

About the Company

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.

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.