FedEx Group
Overview
This role will be responsible for managing Business Level Support arising from incidents experienced with systems or processes. The Level 2 Business Support Manager plays a pivotal role in ensuring operational efficiency and customer satisfaction. They oversee day-to-day support functions, coordinate with internal teams and external partners to resolve service issues, and maintain compliance with international shipping regulations. Their responsibilities include monitoring shipment processes, managing documentation accuracy, optimizing workflows, and providing guidance to junior staff. By bridging the gap between frontline operations and senior management, they ensure smooth execution of freight movements, timely problem resolution, and continuous improvement in service delivery standards. Key Competencies
Technical / Application Knowledge
Deep familiarity with
CargoWise One : modules, workflows, registry setup, triggers, milestones, macro/event configuration, document/customization.
Understanding of EDI/Integration technologies: message types/formats (e.g. EDIFACT, X12, XML, JSON), tag/file rules, raw-text and structured transmissions, partner/carrier/airline integrations.
Knowledge of related systems / tools: databases / SQL for querying or troubleshooting, data mapping, APIs, middleware or adapters (e.g. eAdaptor in CargoWise), error / log analysis.
Business Process & Domain Knowledge
Freight forwarding operations (sea, air, import/export, customs, warehouse) so that support conversations make sense in context.
Understanding end-to-end business flows (booking → documentation → customs → delivery) to map where disruptions or inefficiencies may arise.
Process mapping, gap analysis, ability to translate operational requirements into system configuration or process improvements.
Problem Solving & Troubleshooting
Ability to triage Level 2 issues (after L1): isolate whether it’s user error, configuration, integration failure, system bug, or external partner problem.
Root cause analysis, possibly including data logs, workflows, message traces.
Prioritization skills: decide what needs immediate action vs. what can be part of longer term fixes or enhancements.
Project & Change Management
Managing small-to-medium updates or enhancements: upgrades, module rollouts, integration onboarding.
Being familiar with methodologies (Agile, Waterfall as appropriate) with staging, testing, training, go-live, monitoring.
Change control, user training, documentation (SOPs, guides), versioning.
Communication & Stakeholder Management
Translating technical issues into business terms for operations, management, external partners.
Leading meetings / walkthroughs / demos with users and key users.
Escalation management: knowing when to bring in dev/CD teams, vendor/CW support, etc.
Team Leadership & Support Structure
Overseeing / mentoring Level 1 and Level 2 support analysts. Ensuring best practices, knowledge sharing.
Setting, measuring, and monitoring KPIs: ticket SLA, resolution time, user satisfaction, error rates.
Capacity planning, resource allocation, escalation thresholds.
Operational Discipline & Continuous Improvement
Logging and tracking tickets/issues well; maintaining change registers.
Identifying recurring issues / patterns and pushing for systemic fixes.
Balance between reactive support (firefighting) and proactive improvements (automation, process streamlining).
Soft Skills
Strong analytical thinking.
Organization and ability to manage multiple priorities.
Good under pressure, especially when integrations or EDI failures affect operations.
Customer-oriented mindset: internal users (operations, sales, customs) and external partners.
Good writing skills (for documentation, clear support/resolution notes).
Supplementary / Nice-to-Have Skills
Experience with tools like ServiceNow, JIRA, Confluence, or ticketing / knowledge base systems.
Basic programming / scripting ability (to test or create small utilities, handle data transformations).
Familiarity with the regulatory or compliance landscape relevant to international shipping, customs, etc.
Experience in Integration tools like b2bi, Tibco, etc.
Qualifications & Experience
Bachelor's degree in industrial engineering or a related quantitative discipline or equivalent. Five (5) years of related professional experience. Knowledge of freight forwarding, brokerage practices & systems. Previous international experience preferred. Strong basic management, analytical, human relations and communication skills. Preferred & Conditions
Preferred Qualifications: Remote; 9 a.m. to 5 p.m., Monday - Friday. Pay Transparency: This compensation range is provided as a reasonable estimate of the current starting salary range for this role across all potential locations. If this opportunity includes multiple job levels, the range is a reasonable estimate of the current starting pay. Actual starting pay would be determined by experience relative to the job, market level, pay at the location for this job and other job-related factors. Pay: 7,967.73 - 15,118.26 USD Monthly Company & EEO
FedEx Logistics provides freight forwarding, as well as import and export services that allow companies to reach markets throughout the world. They help customers of all sizes solve the intricacies of shipping goods globally by providing comprehensive international ocean and air freight forwarding, surface transportation and distribution, customs brokerage, trade and customs advisory services, and advanced e-commerce and trade facilitation solutions. FedEx Logistics is an Equal Opportunity Employer including, Vets/Disability. Know Your Rights; Pay Transparency. FedEx Logistics will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the FAIR Chance Initiative for Hiring Ordinance (FCIHOO) for the City of Los Angeles (LAMC 189.00). FedEx Logistics will not rely on the wage history of a prospective employee when determining wages at any stage in the employment process, including negotiation or drafting of any employment contract.
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This role will be responsible for managing Business Level Support arising from incidents experienced with systems or processes. The Level 2 Business Support Manager plays a pivotal role in ensuring operational efficiency and customer satisfaction. They oversee day-to-day support functions, coordinate with internal teams and external partners to resolve service issues, and maintain compliance with international shipping regulations. Their responsibilities include monitoring shipment processes, managing documentation accuracy, optimizing workflows, and providing guidance to junior staff. By bridging the gap between frontline operations and senior management, they ensure smooth execution of freight movements, timely problem resolution, and continuous improvement in service delivery standards. Key Competencies
Technical / Application Knowledge
Deep familiarity with
CargoWise One : modules, workflows, registry setup, triggers, milestones, macro/event configuration, document/customization.
Understanding of EDI/Integration technologies: message types/formats (e.g. EDIFACT, X12, XML, JSON), tag/file rules, raw-text and structured transmissions, partner/carrier/airline integrations.
Knowledge of related systems / tools: databases / SQL for querying or troubleshooting, data mapping, APIs, middleware or adapters (e.g. eAdaptor in CargoWise), error / log analysis.
Business Process & Domain Knowledge
Freight forwarding operations (sea, air, import/export, customs, warehouse) so that support conversations make sense in context.
Understanding end-to-end business flows (booking → documentation → customs → delivery) to map where disruptions or inefficiencies may arise.
Process mapping, gap analysis, ability to translate operational requirements into system configuration or process improvements.
Problem Solving & Troubleshooting
Ability to triage Level 2 issues (after L1): isolate whether it’s user error, configuration, integration failure, system bug, or external partner problem.
Root cause analysis, possibly including data logs, workflows, message traces.
Prioritization skills: decide what needs immediate action vs. what can be part of longer term fixes or enhancements.
Project & Change Management
Managing small-to-medium updates or enhancements: upgrades, module rollouts, integration onboarding.
Being familiar with methodologies (Agile, Waterfall as appropriate) with staging, testing, training, go-live, monitoring.
Change control, user training, documentation (SOPs, guides), versioning.
Communication & Stakeholder Management
Translating technical issues into business terms for operations, management, external partners.
Leading meetings / walkthroughs / demos with users and key users.
Escalation management: knowing when to bring in dev/CD teams, vendor/CW support, etc.
Team Leadership & Support Structure
Overseeing / mentoring Level 1 and Level 2 support analysts. Ensuring best practices, knowledge sharing.
Setting, measuring, and monitoring KPIs: ticket SLA, resolution time, user satisfaction, error rates.
Capacity planning, resource allocation, escalation thresholds.
Operational Discipline & Continuous Improvement
Logging and tracking tickets/issues well; maintaining change registers.
Identifying recurring issues / patterns and pushing for systemic fixes.
Balance between reactive support (firefighting) and proactive improvements (automation, process streamlining).
Soft Skills
Strong analytical thinking.
Organization and ability to manage multiple priorities.
Good under pressure, especially when integrations or EDI failures affect operations.
Customer-oriented mindset: internal users (operations, sales, customs) and external partners.
Good writing skills (for documentation, clear support/resolution notes).
Supplementary / Nice-to-Have Skills
Experience with tools like ServiceNow, JIRA, Confluence, or ticketing / knowledge base systems.
Basic programming / scripting ability (to test or create small utilities, handle data transformations).
Familiarity with the regulatory or compliance landscape relevant to international shipping, customs, etc.
Experience in Integration tools like b2bi, Tibco, etc.
Qualifications & Experience
Bachelor's degree in industrial engineering or a related quantitative discipline or equivalent. Five (5) years of related professional experience. Knowledge of freight forwarding, brokerage practices & systems. Previous international experience preferred. Strong basic management, analytical, human relations and communication skills. Preferred & Conditions
Preferred Qualifications: Remote; 9 a.m. to 5 p.m., Monday - Friday. Pay Transparency: This compensation range is provided as a reasonable estimate of the current starting salary range for this role across all potential locations. If this opportunity includes multiple job levels, the range is a reasonable estimate of the current starting pay. Actual starting pay would be determined by experience relative to the job, market level, pay at the location for this job and other job-related factors. Pay: 7,967.73 - 15,118.26 USD Monthly Company & EEO
FedEx Logistics provides freight forwarding, as well as import and export services that allow companies to reach markets throughout the world. They help customers of all sizes solve the intricacies of shipping goods globally by providing comprehensive international ocean and air freight forwarding, surface transportation and distribution, customs brokerage, trade and customs advisory services, and advanced e-commerce and trade facilitation solutions. FedEx Logistics is an Equal Opportunity Employer including, Vets/Disability. Know Your Rights; Pay Transparency. FedEx Logistics will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the FAIR Chance Initiative for Hiring Ordinance (FCIHOO) for the City of Los Angeles (LAMC 189.00). FedEx Logistics will not rely on the wage history of a prospective employee when determining wages at any stage in the employment process, including negotiation or drafting of any employment contract.
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