Operations Manager, Americas Control Tower

About the role

The Manager, Americas Control Tower leads the execution strategy for ocean and air freight operations across North and Latin America, based in Flexport's Guadalajara office. The role drives operational excellence through process execution, quality management and standardization across regions, covering Ocean (FCL/LCL) and Air, and Flexport's Control Tower product suite. It oversees daily workflow performance, accuracy, timeliness and adherence to service standards, and works closely with regional Gateway, Carrier Performance Management and Demand teams.

Key responsibilities

• Build, lead and develop a team of Gateway Operators, acting as the primary leadership presence and bridge to regional Gateway leadership
• Set escalation protocols, communication rhythms and performance standards, and plan weekend and after-hours coverage
• Oversee exception management workflows such as dwelling cargo, document discrepancies, milestone gaps, line holds and carrier SLA resolution
• Keep flexibility across ocean and air modes, and act as a client-facing escalation point for high-priority issues
• Develop and maintain SOPs and generate SLAs for the Control Tower team
• Create dashboards and reports to measure team performance and support data-driven decisions on carrier strategy and account management
• Plan headcount and grow the team, developing team leads from within the operator cohort

Required profile

• BA/BS degree and/or 5+ years of experience in freight forwarding, transportation or supply chain
• 3+ years of people management experience in a relevant role
• Fluent English and Spanish, with professional-level Spanish for team leadership and shipper/carrier coordination
• Experience developing and enforcing SOPs in a high-volume operational environment
• Ability to work across time zones and cultural contexts, and to represent Flexport directly to clients and carriers

Required skills

• In-depth knowledge of freight forwarding technology and platforms, and experience partnering with product teams
• Analytical, metrics-driven approach using tools such as Looker, BI dashboards, AI and Google/Microsoft suites
• Preferred: Portuguese and willingness to travel to the US as needed