Operations Team Lead

Job Title: Operations Team Lead (4PL / Integrated Logistics)

Department: Integrated Logistics Location: Raleigh, NC Reports To: Operations Manager Direct Reports: Approximately 13 Authority Level: Medium

Position Purpose

The Operations Team Lead is responsible for ensuring that Operations Specialists execute customer logistics activities in full compliance with agreed Working Instructions (WIs), Standard Operating Procedures (SOPs), Service Level Agreements (SLAs), customer satisfaction expectations, and Key Performance Indicators (KPIs).

The role requires a strong understanding of the 4PL operating model and focuses on driving process efficiency, quality, and continuous improvement by eliminating waste and minimizing non–value-added activities.

The Team Lead works closely with Operations Management and Functional Process Owners to ensure team readiness, proper training, and availability of tools required for uninterrupted execution of planning and operational activities. The role also collaborates with Business Management and Customer Solutions to design and implement new or improved processes that enhance productivity and harmonize customer operations.

Key Objectives and Responsibilities

Operational Leadership

Manage daily activities related to the Operations Team Lead function within the local Logistics Control Center (LCC).

Provide direct supervision and guidance to Operations Specialists to ensure adherence to SOPs, WIs, and customer-specific requirements.

Ensure operational execution aligns with contractual SLAs, KPIs, and customer quality standards.

Process Management & Continuous Improvement

Create, update, and maintain SOPs and WIs for new and existing customers, supporting both internal and external audit requirements.

Perform process observation, execution testing, and User Acceptance Testing (UAT) for new or expanded customer activities.

Act as the operational bridge between implementation teams and ongoing operations.

Identify inefficiencies and lead root cause analysis using analytical and continuous improvement methodologies.

Support harmonization, automation, and standardization of logistics processes across operations.

Training, Quality & Compliance

Lead onboarding and training activities for Operations Specialists related to new customers or scope changes.

Conduct and support quality audits, including customer-specific quality programs and regulated environments (e.g., GDP/GxP where applicable).

Ensure compliance with all internal policies, customer requirements, and applicable regulatory standards.

Cross-Functional Collaboration

Collaborate with Solution Development, Customer Solutions, Finance, and Operational Excellence teams to support integrated logistics solutions.

Contribute operational input to process owners to support continuous improvement initiatives and future implementations.

Support the definition, design, and implementation of operational processes and improvement projects within the LCC.

Prepare and support business cases for operational changes requiring investment and follow approval processes with management.

People Management & Administrative Responsibilities

(Applicable when leading a team)

Conduct and document regular team meetings and one-on-one performance discussions.

Manage workforce administration including attendance, vacation, sick leave, working hours, and overtime.

Support recruitment, interviewing, and hiring of operational personnel as required.

Ensure all team members complete mandatory and role-specific training programs.

Conduct and document performance reviews and personal development plans in line with HR systems.

Manage disciplinary processes in accordance with company policies, including escalations and terminations when necessary.

Quality, Safety, Health, Environment & Security (QSHE)

QSHE Functions

Ensure training, communication, and application of QSHE+S policies, procedures, and guidelines relevant to operational activities.

QSHE Responsibilities

Report any suspicious operations, including smuggling, money laundering, or activities posing risk to the organization.

Maintain awareness and compliance with QSHE policies, occupational health and safety regulations, and internal standards.

Participate in occupational risk prevention initiatives and safety programs.

Immediately report accidents, incidents, unsafe acts, or unsafe conditions through established reporting channels.

Support environmental initiatives including waste management, energy and water conservation, and sustainability awareness.

Maintain accurate operational documentation in line with Good Documentation Practices.

Execute all activities in accordance with approved SOPs, WIs, and QSHE-endorsed formats.

Key Stakeholders

Internal

Operations Specialists

Operations Manager

Business Development

Sales Teams

External

Customers

Education & Qualifications

Minimum Requirements

Bachelor’s degree in International Business, Supply Chain, Logistics, International Trade, or a related field

Preferred Qualifications

Specialization in Supply Chain, Logistics, or International Trade

Master’s degree in Business or Supply Chain Management

Experience

General Experience

Minimum 8 years in a logistics-related field (preferred)

Minimum 5 years in operations supervision or management

Specific Experience

Experience within a 4PL operating model

People management experience

Background in operational planning and customer service

Experience with continuous improvement methodologies

Project management experience

Knowledge & Skills

Knowledge

Logistics and forwarding operations

Continuous improvement methodologies

Ability to work independently and in team-based environments

Strong professional communication with clients and internal stakeholders

Skills

Strong leadership and supervision capabilities

Clear and effective communication skills

Ability to guide and motivate operational teams

Languages

Spanish: Advanced (required)

English: Advanced (required)

Portuguese: Desirable

Additional Requirements

Willingness to travel up to 30%

Flexibility to work extended or non-standard hours as required

Behavioral Competencies

Demonstrates drive and commitment

Fosters collaboration and teamwork

Drives business-focused solutions

Champions transformation and innovation

Develops self and others

Delivers customer excellence

Disclaimer

The responsibilities listed are representative of the nature and level of work performed in this role. Management reserves the right to modify, add, or remove duties as business needs evolve and to make reasonable accommodations for qualified individuals.