Command Center Operations Lead

A Cargo Signal Operations Lead is expected to be a highly regarded expert in Command Center Operations.  With a bias for action, dedication to continuous improvement, and a commitment to delivering exceptional customer service. A primary duty of the Operations Lead is to foster high morale and performance from their team. Through regular check-ins and constant review of their team's work, a Lead aims to proactively identify issues, seize training opportunities, and uphold team morale. In their role, a Lead will guide the operational efforts in the Command Center during their designated shift. They are responsible for training their team to provide consistently smooth operational processes, that are seamlessly aligned with other shifts. Additionally, the Operations Lead is tasked with ensuring customer needs and requirements are understood and adhered to in day-to-day operations. They play a crucial role to define and refine customer requirements in alignment with Command Center capabilities; through reviewing and resolving any new, or outstanding questions, in collaboration with the Business Operations team.Operational Responsibilities:Ensure efficient day-to-day operations of the Cargo Signal Command Center.Support in operations where needed, including critical escalation.Implement, review, and adjust processes to address customer needs appropriately and comprehensively, in collaboration with the Business Operations Team.Update alert response steps in Cargo Signal customer profiles.Train team members on any special or irregular response steps.Constantly review their team’s work.Ensure we are providing quality work and premium service.Identify root cause for errors and implement solutions in collaboration with Command Center Manager.Implement performance metrics to monitor areas of continuous improvement and promote operational efficiency.Maintain thorough awareness and understanding of Cargo Signal technology and service offerings.Support Sales Team with operational knowledge and advice.Ensure a smooth transition between shifts, with an appropriate turnover. Team Leadership Responsibilities:Lead a team of Logistics Security Analysts with 3-5 direct reports.Support their team’s development and career growth.Conduct bi-weekly individual check ins focused on performance and employee satisfaction.Conduct regular team meetings to promote team cohesion and operational uniformity.Conduct regular performance reviews supported data and feedback.Collaborate closely with Command Center Manager on operational and training needs.Collaborate with Command Center Manager to create shift plans ensuring 24/7/365 Command Center coverage.Adjust personal work hours to cover operational needs. Fill gaps as needed.Understand and communicate the company’s vision and strategy.Develop and organize individual ongoing training, exercises, and qualification standards for their team.Conduct incident response drills.Ensure their team understands how their work is tied to outcomes.Ensure that explanations and training coming from Monitoring Supervisor and Command Center Manager are understood by their team.