Command Center Monitoring Supervisor

Expeditors is a global logistics company headquartered in Seattle, Washington. A Fortune 500 company, Expeditors employs over 15,000 trained professionals in a worldwide network of over 250 locations across six continents. Expeditors satisfies the increasingly sophisticated needs of international trade through customized solutions and seamless, integrated information systems.

Cargo Signal, a wholly‑owned subsidiary of Expeditors, offers global control and oversight of the location and condition of products moving through the supply chain. Through active, real‑time monitoring using advanced cargo sensors, our team of security and logistics professionals keeps an eye on shipments in transit and takes steps to respond based on customer priorities.

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.

Operational Excellence & Quality Assurance

• Proactive Monitoring & Escalation:
  Respond to alerts and provide expert support in critical escalations, ensuring timely and effective resolution. Serve as on‑call support for high‑severity incidents.
• Quality Assurance:
  Regularly review Command Center monitoring activities and incident reports to identify root cause for errors and actionable insights and recommend corrective actions.
• Training & Development:
  Assist in creating training material and exercises to equip Command Center with the skills needed for effective alert response.
• Process Optimization:
  Implement strategies to improve communication, situational awareness, decision‑making, and teamwork within the monitoring operations.
• Cross‑Functional Communication:
  Foster clear and consistent communication between monitoring operations and other departments, ensuring a unified, customer‑centric approach.
• Customer Expectation Alignment:
  Collaborate with Sales and Transition & Implementation teams to thoroughly understand and meet customer monitoring expectations.
• Operational Knowledge Sharing:
  Train operations teams on specialized response protocols and keep them informed of program updates and changes.
• Technology & Service Expertise:
  Maintain a deep understanding of Cargo Signal's hardware, software, and service offerings, providing valuable feedback for continuous improvement.

Process Development and Implementation

• Scalable Process Design:
  Work with leadership to streamline monitoring workflows, identify inefficiencies, and implement scalable, efficient solutions.
• Policy & Procedure Development:
  Work with leadership to implement monitoring policies, procedures, and best practices to optimize performance in a 24/7 environment.
• Customer‑Centric Process Implementation:
  Implement, review, and adjust processes to comprehensively address customer needs related to alert monitoring and emergency response.
• SOP Management:
  Partner with Business Operations to review and refine customer‑specific SOPs, ensuring clarity and accuracy. Create, validate, and maintain customer profiles, select appropriate alert rules within the Cargo Signal platform, and manage escalation contact lists.

Knowledge:

• Must have strong understanding of logistics functions (Air, Ocean, Trucking, Distribution, Risk Management).
• Expert knowledge of Expeditors systems and internal operations.
• Understanding of security equipment used, such as Cargo Signal platform, GPS trackers, and cellular networks.
• Familiarity with emergency/incident response protocols and processes.
• Complete understanding of maps and global addresses and communication.
• Three years of proven experience in logistics operations.
• Two years of supply chain security experience.

Skills:

• Effective interpersonal skills, including proven abilities to listen, comprehend, effectively communicate clearly and concisely to obtain positive results.
• Strong organizational skills.
• Fluent in English (required) – Additional language skills (preferred).

Behaviors:

• Positive and willing‑to‑help attitude. Brings the best out in people.
• Lead by example; self‑driven toward quality work and to always be learning.
• Aptitude for…