Senior Director Highway Operations & Customer Experience

About Us

Matson Logistics is a leading provider of multimodal transportation, warehousing, and distribution services throughout North America. Known for our innovative solutions and financial strength and stability, Matson Logistics' people, processes and systems work together to deliver superior performance and value to our customers every day. Click here to learn more about us!

About the Role

The Senior Director of Highway Operations & Customer Experience is responsible for implementing Matson’s Highway line of business strategy by defining and driving business transformation, streamlining operations, and building new solutions to simplify business processes and deliver on strategic objectives. This role creates and implements the vision and strategy for highway programs, systems, and processes required to support current and future highway and customer supply chain requirements. Ensures processes, assets, personnel, and service are optimized to meet Matson’s operating and business development goals. Drive process and technology innovation through collaboration with internal teams and third-party providers. Identify yield improvement opportunities, unexploited synergies within existing business models, and facilitate business development. Operates as a key delivery point of contact involved in the strategic planning of highway brokerage business development, customer service, and operational execution.

What you’ll do:

• Plans, directs, coordinates, and oversees operations activities, ensuring development and implementation of efficient operations and cost-effective systems to meet current and future needs of the organization.
• Establishes, implements, and communicates the strategic direction of the organizations operations division.
• Collaborates with leadership team to develop and meet company goals while supplying expertise and guidance on operations projects and systems.
• Identifies, recommends, and implements new processes, technologies, and systems to improve and streamline organizational processes and use of resources and materials. Maintains knowledge of emerging technologies and trends in operations management. Ensure Matson is positioned to take advantage of technology that improves customer experiences, drives operating efficiency, and enhances ability to access carrier capacity. Effectively integrate external software while enhancing internal operating systems to achieve objectives.
• Ensures that departmental decisions and project plans such as those for staffing, development, organizational efficiency, and facilities are in line with the long-term business plan and vision.
• Establishes, communicates, and implements operations-related policies, practices, standards, and key performance measures to ensure effective and consistent order execution and customer experience.
• Establishes and administers the highway operations’ budget.
• Implements improved processes and methods to generate higher ROI and workflow optimization, including implementing productivity and quality metrics and programs designed to minimize costs and enhance efficiency.
• Lead, roll-out, and implement programs that drive continuous improvement in quality, efficiency, experience, and cost management.
• Provides analytical support for highway operations and customer experience teams to improve daily operations and customer support.
• Prioritizes initiatives to optimize highway and fleet management. Translates business strategy into a plan that can be executed to meet operational and financial requirements.
• Develops standard operating procedures and metrics to achieve business results and drive continuous improvement in all aspects of highway including, routing analytics and implementation, customer experience, and technology solutions to address operational and customer needs.
• Ensure highway operations are managed efficiently and effectively. Follow internal control processes to assure quality and accuracy. Utilize technology to drive efficiency internally and externally for customers and carriers. Cause customers to receive the best possible service and performance.
• Engages with business stakeholders to assess the benefits, challenges, and risks of various solutions. Prepares business plans and presents necessary budgets to management. 
• Facilitates best practices sessions for highway operations. Collaborates effectively with internal teams to create customized highway solutions for customers.
• Develops and builds deep supplier relationships. Negotiates pricing and contractual terms with highway and technology suppliers.
• Responds to and resolves business inquiries and concerns from both customers and suppliers.
• Identifies opportunities for network optimization and carrier selection by identifying where ML has unexploited opportunities within existing business segments.
• Expands measurement of key markets, carriers, and costs in order to optimize carrier and box-supplier utilization, facilitate business development, and track revenue components. Identifies yield and service improvements through route, equipment, and/or mode conversion, or via a business model change.
• Acts as an agent for change. Champions and oversees the implementation of new customers, new suppliers, new processes, and new technologies to drive continuous improvement and achieve business goals.
• Performs other tasks as assigned and remains flexible as changing needs and conditions dictate adjustments in daily work and responsibilities. Complies with all Company rules, policies, and procedures.

You have these skills:

• Excellent written and verbal skills
• Exceptional interpersonal and leadership skills
• Strong analytical, research, and marketing skills
• Fluency in Microsoft Excel to build and use mathematical, conditional, and lookup formulas, pivot tables, and charts.
• Fluency in Microsoft PowerPoint to build presentations to share information and influence action.

And these qualifications:

• Master's degree in Business, Marketing, Highway, or related field, or an equivalent combination of education, training, and experience.
• Fifteen or more years of related highway leadership experience with a successful track record of performance.

You’re also great at:

• Leadership & Teamwork - Gives and welcomes feedback; Contributes to building a positive team spirit; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed. Strong ability to lead people and get results through others.
• Analytical - Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs workflows and procedures.
• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills.
• Strategic Thinking - Understands organization's strengths & weaknesses; Identifies external threats and opportunities; Adapts strategy to changing conditions.
• Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans.
• Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
• Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
• Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.
• Innovation - Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others' attention.

At Matson Logistics, we're looking for people to build a unified team to maintain our values of trust, integrity, and reliability. We welcome diverse perspectives and people who think rigorously and thoughtfully challenge assumptions.

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