Manager Product Support

Job ID: R43653

**Manager Product Support**

Primary Location: Lutwyche, Queensland Australia

Secondary Location(s) : Mascot, New South Wales Australia; Perth Airport, Western Australia Australia; Keilor Park, Victoria Australia; Marleston, South Australia Australia

C.H. Robinson is currently seeking a Manager
- Product Support to join the logistics team in Australia.

As the Manager
- Product Support, you will oversee product enhancement initiatives, escalation of reported issues and streamlining of processes that improve customer and internal user experience to create efficiencies, adoption, and promotion of the product. The Manager Product Support will possess excellent organization, leadership, talent development, customer service, and relationship building skills to be successful in this very demanding position.

**DUTIES AND RESPONSIBILITIES**

The duties and responsibilities of this position consists of, but are not limited to, the following:
**Responsibilities**:

- Works with product leadership to define and execute product goals and strategic vision
- Oversees both Melbourne and Sydney company warehouses and managers ensuring operational compliance
- Drives results of the 3PL warehouses in line with customers SLA's and KPI's
- Evaluates and prioritizes internal and external user feedback ensuring customer satisfaction
- Collaborates with the broader ILS and business, ensuring weekly, monthly and quarterly reporting is provided
- Drives product growth both AGP and yield management
- Drives operational excellence between Commercial, Operational and Customers
- Oversees and executes implementation and roll out of new services, process changes and WMS system enhancements
- Collaborates with Implementation team leadership on commercial and product objectives
- Acts as escalation point with team members when troubleshooting Warehousing operational issues
- Oversees and develops product training materials in conjunction with IT, training, and L&D resources
- Online user instruction tools
- Customer user manual
- Supports training resources (ILS training, Implementation) and provides user training on an ad-hoc basis when needed
- Engages with ILS teams to share knowledge, develop best practices, and integrate with standard operating processes
- Performs systems demos to support implementation and sales teams
- Collaborates with regional product Development leaders to exchange ideas, capture feedback, and share best practices
- Supports Implementation teams as a consulting SME when on-boarding new business

**Talent Leadership**
- Manages annual merit and equity programs for assigned team to align compensation with performance results
- Builds a deep understanding of the skills and abilities of team
- Aligns team's passion with their potential and commits to consistently providing feedback, development opportunities, offer continuous training opportunities, and recognition
- Provides individualized coaching plans for direct reports and host semi-annual Talent (performance) reviews
- Encourages employee feedback through formal and informal channels. Acknowledges and takes action on feedback to drive a trusting culture of open two-way communication, inclusivity and continuous improvement
- Promotes a culture and working environment that embraces growth and development to meet the needs of our employees and customers, resulting in higher employee engagement and overall customer satisfaction
- Instills professionalism, ensure adherence to policy and procedures, and encourage consistency of process

**QUALIFICATIONS**

Required:

- High School Diploma or Graduate/ Equivalent degree
- Minimum 5 years of Global Forwarding operations experience
- Minimum 3 years of project management and or new business implementation experience
- Ability to travel (domestically and internationally)

Preferred:

- Bachelor's degree from an accredited college or university
- Demonstrated leadership, critical thinking, negotiation, facilitation, consulting, problem solving, decision-making, strategic and analytical skills
- Strong facilitator; adept at running meetings with end users, soliciting, and managing business requirements, and balancing priorities
- Self-starter and able to work with mínimal direction
- Knowledge of transportation management systems
- Experience with Scrum or other Agile methodologies
- Time management and organizational skills
- High emotional intelligence, situational leadership, and coaching techniques
- Excellent written & verbal communication skills
- Understanding of financial statements and key performance metrics
- Track record of building strong customer relationships
- Values a diverse and inclusive work environment

**Disclaimer**:

- This job description is intended to generally describe the nature and level of work to be performed by employees in this position. It is not intended to be construed as an exhaustive list of all responsibilities and skills required of employees performing this rol