Dir, Quality & Process Development

APL, one of the world's leading ocean carriers, offers more than 90 weekly services and call ports in over 50 countries worldwide and provides container transportation through an international shipping network which combines high-quality intermodal operations with advanced technology, equipment, and e-commerce. APL is part of the CMA CGM Group, a leading worldwide shipping & logistics group with headquarters in Marseilles, France. The Group offers a complete range of activities including shipping, handling facilities in port as well as logistics on land.

SUMMARY DESCRIPTION:

The role of Quality & Process Development Director [Performance Management] oversees the performance

for both the US (Subagent) – Nashville and HO – Customer Care departments and plays a pivotal role in

driving operational excellence. Scope covers all teams under the aforementioned departments and business units. The position requires maintaining high quality and procedural standards, ensuring consistency, and supporting teams to achieve their full potential.

RESPONSIBILITIES:

Analyzing non-compliance with KPIs and root cause determination
Monthly auditing of Quality Assurance (QA) program
Collaborating on SOP updates for consistency
Organizing and supporting new process and functional rollouts
Knowledge of CBA requirements
Various projects and duties as assigned

QUALIFICATIONS:

Bachelor’s degree or equivalent combination of work experience and education
7-10 years’ experience in performance management or an equivalent combination of human resources, learning & development, and performance management
Preferred – ocean carrier experience within CMA CGM Group

ADDITIONAL KNOWLEDGE, SKILLS AND ABILITIES:

Quantitative interests and aptitude with demonstrated analytical experience
Strong leadership skills
Clearly and effectively communicate with all levels of the organization
Knowledge and demonstrated experience with various data sources including CMA CGM Group information systems
Expert knowledge in Microsoft Office applications including Excel, PowerPoint, and Word
Demonstrated ability to use information technology to improve performance and decision-making capability
Ability to work independently and in a team environment

Come along on CMA CGM’s adventure