American President Lines
Senior Manager, Continuous Improvement
American President Lines, Norfolk, Virginia, United States, 23500
Led by Rodolphe Saadé, the CMA CGM Group is a global leader in shipping and logistics, serving more than 420 ports worldwide. With its subsidiary CEVA Logistics and air‑freight division CMA CGM AIR CARGO, it constantly innovates to offer customers a complete and increasingly efficient range of shipping, land, air and logistics solutions.
Committed to the energy transition in shipping and a pioneer in the use of alternative fuels, the CMA CGM Group has set a target to become Net Zero Carbon by 2050. Through the CMA CGM Foundation it acts in humanitarian crises, mobilising its shipping and logistics expertise to deliver humanitarian supplies worldwide.
Present in 160 countries through a network of more than 400 offices and 750 warehouses, the Group employs more than 155,000 people worldwide, including 4,000 in Marseilles where its head office is located.
Location: Norfolk Va, US
Position Summary The Senior Manager of Continuous Improvement is part of the Customer Service team within CCA and serves as a strategic leader in optimising customer service operations through systematic process improvement, waste elimination and organisational capability building. This role drives efficiency gains and enhanced customer outcomes by leading continuous improvement initiatives, facilitating the adoption and proficiency of customer‑care tools and technologies, and ensuring alignment between processes, systems, training and client experience.
The position is accountable for identifying improvement opportunities, then designing and implementing optimisation initiatives. By connecting upstream and downstream stakeholders within the CustCare domain, this role ensures a cohesive and efficient customer service ecosystem.
The Senior Manager of Continuous Improvement will partner with HO Teams, CST leadership, Digital Teams, Training & Development and other CCA domain managers to eliminate process waste, enhance agent capability and improve both customer and employee experiences through data‑driven continuous improvement methodologies.
Functions & Duties
Lead strategic continuous improvement initiatives across customer service operations to eliminate waste, optimise processes and enhance customer and employee outcomes
Identify and prioritise improvement opportunities through data‑driven analysis, partnering with upstream and downstream stakeholders to drive decision‑making on optimisation initiatives
Develop and maintain robust QA analysis frameworks, reporting dashboards and feedback mechanisms to provide actionable intelligence on service quality, adherence to standards and customer experience drivers.
Drive adoption and proficiency of customer‑care tools and technologies through user oversight, coordinating with Training & Development and Performance Management to ensure alignment between systems, processes and agent capability
Facilitate iterative planning sessions with CST stakeholders to design improvement strategies, conduct gap analysis and build organisational capability through continuous improvement methodologies
Collaborate with Performance Management, Voice of Customer and CS teams to translate business intelligence into actionable process and product improvements
MISCELLANEOUS RELATED DUTIES or PROJECTS AS ASSIGNED
Knowledge, Skills, Abilities
Working knowledge of CMA CGM organisational structure and services/network
Knowledge of customer service operations, workflows and process documentation standards
Knowledge of change management frameworks and adoption strategies
Clear understanding of CCA strategic objectives and customer experience metrics
Experience with CMA CGM systems and tools (e.g. LARA, NOVA, C‑reporting) and understanding of digital enablement technologies
Working knowledge of Lean Six Sigma, continuous improvement methodologies and process optimisation principles
Project/process/initiative experience with proven ability to lead complex, cross‑functional continuous improvement initiatives
Data‑driven mindset with ability to translate analytics into actionable insights and improvement strategies
Demonstrated success in designing and implementing customer‑care optimisation and transformation initiatives that deliver measurable business outcomes
Experience in leading and influencing direct and indirect teams
Exceptional communicator with strong analytical capabilities and strategic decision‑making skills across multiple organisational levels
Skill in identifying and eliminating process waste while balancing operational constraints and customer impact
Change leadership ability with experience driving adoption of new processes, tools and ways of working
Ability to assess complex operational scenarios, identify root causes and drive systematic solutions with clear accountability for outcomes
Interpersonal and influencing skills with ability to build strong and effective working relationships with peers across the network
Qualifications
Education: High School Diploma or GED required; Bachelor’s Degree required
General Experience: 5–10 years of relevant experience, including familiarity with a customer‑service team environment, the Global Experience network, customer‑facing (sales or CS) experience and people‑management experience
Industry Experience: 5–10 years in a related industry
At CMA CGM, we are committed to fair and equitable compensation practices. The expected salary range for this position is $95,922 – $122,338 per year. The actual salary offered will be based on a variety of factors, including, but not limited to, the candidate’s qualifications, skills, experience and location.
Salary & Benefits
Performance‑based bonuses
Comprehensive benefits, including health insurance, retirement plans, tuition repayment and paid time off
Professional development opportunities
We believe in transparency and equity and are proud to be an equal‑opportunity employer. We encourage individuals from all backgrounds to apply.
Come along on CMA CGM’s adventure! The Company is an equal opportunity employer. All qualified applicants will receive consideration for employment. Discrimination or harassment based upon any protected characteristics as defined by state or federal law is wholly inconsistent with our company values and will not be tolerated. Alternative application methods are available for individuals who are unable to use or access our online application system. For assistance, please contact us at orf.pse_recruiting@cma‑cgm.com
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Committed to the energy transition in shipping and a pioneer in the use of alternative fuels, the CMA CGM Group has set a target to become Net Zero Carbon by 2050. Through the CMA CGM Foundation it acts in humanitarian crises, mobilising its shipping and logistics expertise to deliver humanitarian supplies worldwide.
Present in 160 countries through a network of more than 400 offices and 750 warehouses, the Group employs more than 155,000 people worldwide, including 4,000 in Marseilles where its head office is located.
Location: Norfolk Va, US
Position Summary The Senior Manager of Continuous Improvement is part of the Customer Service team within CCA and serves as a strategic leader in optimising customer service operations through systematic process improvement, waste elimination and organisational capability building. This role drives efficiency gains and enhanced customer outcomes by leading continuous improvement initiatives, facilitating the adoption and proficiency of customer‑care tools and technologies, and ensuring alignment between processes, systems, training and client experience.
The position is accountable for identifying improvement opportunities, then designing and implementing optimisation initiatives. By connecting upstream and downstream stakeholders within the CustCare domain, this role ensures a cohesive and efficient customer service ecosystem.
The Senior Manager of Continuous Improvement will partner with HO Teams, CST leadership, Digital Teams, Training & Development and other CCA domain managers to eliminate process waste, enhance agent capability and improve both customer and employee experiences through data‑driven continuous improvement methodologies.
Functions & Duties
Lead strategic continuous improvement initiatives across customer service operations to eliminate waste, optimise processes and enhance customer and employee outcomes
Identify and prioritise improvement opportunities through data‑driven analysis, partnering with upstream and downstream stakeholders to drive decision‑making on optimisation initiatives
Develop and maintain robust QA analysis frameworks, reporting dashboards and feedback mechanisms to provide actionable intelligence on service quality, adherence to standards and customer experience drivers.
Drive adoption and proficiency of customer‑care tools and technologies through user oversight, coordinating with Training & Development and Performance Management to ensure alignment between systems, processes and agent capability
Facilitate iterative planning sessions with CST stakeholders to design improvement strategies, conduct gap analysis and build organisational capability through continuous improvement methodologies
Collaborate with Performance Management, Voice of Customer and CS teams to translate business intelligence into actionable process and product improvements
MISCELLANEOUS RELATED DUTIES or PROJECTS AS ASSIGNED
Knowledge, Skills, Abilities
Working knowledge of CMA CGM organisational structure and services/network
Knowledge of customer service operations, workflows and process documentation standards
Knowledge of change management frameworks and adoption strategies
Clear understanding of CCA strategic objectives and customer experience metrics
Experience with CMA CGM systems and tools (e.g. LARA, NOVA, C‑reporting) and understanding of digital enablement technologies
Working knowledge of Lean Six Sigma, continuous improvement methodologies and process optimisation principles
Project/process/initiative experience with proven ability to lead complex, cross‑functional continuous improvement initiatives
Data‑driven mindset with ability to translate analytics into actionable insights and improvement strategies
Demonstrated success in designing and implementing customer‑care optimisation and transformation initiatives that deliver measurable business outcomes
Experience in leading and influencing direct and indirect teams
Exceptional communicator with strong analytical capabilities and strategic decision‑making skills across multiple organisational levels
Skill in identifying and eliminating process waste while balancing operational constraints and customer impact
Change leadership ability with experience driving adoption of new processes, tools and ways of working
Ability to assess complex operational scenarios, identify root causes and drive systematic solutions with clear accountability for outcomes
Interpersonal and influencing skills with ability to build strong and effective working relationships with peers across the network
Qualifications
Education: High School Diploma or GED required; Bachelor’s Degree required
General Experience: 5–10 years of relevant experience, including familiarity with a customer‑service team environment, the Global Experience network, customer‑facing (sales or CS) experience and people‑management experience
Industry Experience: 5–10 years in a related industry
At CMA CGM, we are committed to fair and equitable compensation practices. The expected salary range for this position is $95,922 – $122,338 per year. The actual salary offered will be based on a variety of factors, including, but not limited to, the candidate’s qualifications, skills, experience and location.
Salary & Benefits
Performance‑based bonuses
Comprehensive benefits, including health insurance, retirement plans, tuition repayment and paid time off
Professional development opportunities
We believe in transparency and equity and are proud to be an equal‑opportunity employer. We encourage individuals from all backgrounds to apply.
Come along on CMA CGM’s adventure! The Company is an equal opportunity employer. All qualified applicants will receive consideration for employment. Discrimination or harassment based upon any protected characteristics as defined by state or federal law is wholly inconsistent with our company values and will not be tolerated. Alternative application methods are available for individuals who are unable to use or access our online application system. For assistance, please contact us at orf.pse_recruiting@cma‑cgm.com
#J-18808-Ljbffr