Operations Manager, Americas Control Tower

About Flexport: At Flexport, we believe global trade can move the human race forward. That’s why it’s our mission to make global commerce so easy there will be more of it. We’re shaping the future of a $10T industry with solutions powered by innovative technology and exceptional people. Today, companies of all sizes—from emerging brands to Fortune 500s—use Flexport technology to move more than $19B of merchandise across 112 countries a year. The recent global supply chain crisis has put Flexport center stage as we continue to play a pivotal role in how goods move around the world. We are proud to have the support of the best investors in the game who believe in our mission, solutions and people. Ready to tackle global challenges that impact business, society, and the environment? Come join us. The Opportunity The Manager, Americas Control Tower leads the execution strategy for ocean and air freight operations across North and Latin America, based out of Flexport’s Guadalajara office. This role is responsible for driving operational excellence through consistent process execution, quality management, and standardization across regions, panning Ocean (FCL/LCL) and Air, and Flexport’s growing Control Tower product suite. The Operations Manager oversees the daily performance of their team’s workflows, ensuring accuracy, timeliness, and adherence to service standards. A key focus of this role is developing scalable, repeatable processes that enhance efficiency and consistency across pre-departure tasks, while also overseeing select post-arrival functions owned by the Control Tower. This position works closely with regional Gateway, Carrier Performance Management, and Demand teams to identify performance gaps, implement best practices, and align stakeholders around a shared goal: delivering a seamless, best-in-class experience for our clients. Responsibilities: Team Leadership & Control Tower Development Build, lead, and develop a team of Gateway Operators within the Americas Control Tower, able to execute across both ocean and air modes Serve as the primary leadership presence for the Americas Control Tower from day one; act as the bridge between Control Tower operators and regional Gateway leadership teams Establish clear escalation protocols, communication rhythms, and performance standards between the Control Tower and its regional counterparts Lead weekend and after-hours coverage planning for accounts requiring extended support Operational Performance Oversee exception management workflows: dwelling cargo, document discrepancies, milestone gaps, line holds, and carrier SLA resolution Ensure flexibility is maintained across ocean and air modes; gateway operators flex between modes based on volume and account needs Act as a client-facing escalation point for high-priority issues, partnering with Account Management and Demand to ensure client expectations are met and communicated clearly Partner with Americas ops leaders on outbound forecasting, terminal dwell, milestone accuracy, and timely carrier communication Process, Standards & Scalability Develop and maintain SOPs for all Control Tower-managed functions; ensure consistent, repeatable, and compliant execution across modes and accounts Generate SLAs for the Control Tower team aligned with regional and company-wide goals Stakeholder Partnership & Reporting Develop dashboards and reporting to measure team performance; support regional leadership in data-driven decisions on carrier strategy and account management Collaborate with Carrier Performance Management and Demand teams to surface insights from Control Tower-managed shipments Partner with product leaders to develop product strategy that supports Control Tower execution needs Hiring & Team Growth Plan for headcount, hire, grow, and manage a high-performing team as scope expands Identify and develop team leads from within the operator cohort as th