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
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 Cust Care 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
- 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…
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