Mgr, Container Incident Management

American President Lines (APL), part of the CMA CGM Group, is the premier U.S.-flag carrier on the Transpacific proudly serving the American soldier and the U.S. Government for over 175 years. APL operates a network covering the United States, Asia, and the Middle East and provides global container transportation through our extensive international shipping network. With the combination of high-quality intermodal operations and advanced technology, equipment, and e-commerce, APL delivers world class logistics solutions. With proven knowledge and expertise, we help our customers navigate complexity and seize opportunities in the dynamic global marketplace.
 
As the U.S. maritime industry enters a new era of innovation and revitalization, APL is leading the way with bold investments designed to strengthen domestic capabilities and shape the future of American shipping.

Position Summary
The Container Incident Management (CIM) & Continuous Process Improvement (CPI) Manager is responsible for managing staff, projects and activities focused on handling and resolving special customer issues including, but not limited to, container incidents, special requests, and situations where service failures have occurred. Provides leadership and guidance to Container Incident Management initiatives including strategies, plans, solutions, team facilitation, and performance management. Serves as a resource to the organization for designing and implementing sound solutions for resolving exceptional customer issues.

Functions & Duties
•    Plans and directs the CIM team's successful resolution of customer quality issues and escalated customer incidents.     
•    Manages activities of the CIM team & SSC members to achieve consistent and standard resolution of issues.   
•    Leads the CIM team in serving as the "customer" advocate in the efficient and effective resolution of customer issues. 
•    Designs and maintains templates and other tools for use in working with all parties involved in resolving customer problems.  
•    Manages the authorization of expenditures to resolve customer issues within company policies and procedures.   
•    Serves as a resource to organizational leaders and managers for identifying and communicating operational process deficiencies and proposed process solutions. 
•    Prepare and compile reports for management. 
•    MISCELLANEOUS RELATED DUTIES or PROJECTS AS ASSIGNED 

Knowledge, Skills, Abilities 

•    High level of attention to detail.
•    Ability to develop priorities, target levels of performance.
•    Strong presentation, written communication, and interpersonal skills.
•    Strong staff development and human resource management skills.
•    Strong change management skills.
•    Proficient with MS applications (Excel, Outlook, Word and Internet Explorer).
•    Proficient with LARA and NOVA.
•    Proven ability to manage teams across multiple locations.
•    Demonstrated ability to work under pressure.
•    Management experience.
•    Process Management.
•    Previous experience working with offshore service centers.

Qualifications 
Education
Required/Preferred    Education Level 
Required    High School Diploma or GED         

Work Experience
Experience    Years of Experience  
General Experience    5-10 years    
Industry Experience    5-10 years    

At APL, we are committed to fair and equitable compensation practices. The expected salary range for this position is $83,000 - $106,000 per year. The actual salary offered will be based on a variety of factors including, but not limited to, the candidate’s qualifications, skills, experience, and location.
In addition to base salary, this position may be eligible for:
Performance-based bonuses
Comprehensive benefits, including health insurance, retirement plans, tuition repayment and paid time off
Professional development opportunities
We believe in transparency and equity and are proud to be an equal opportunity employer. We encourage individuals from all backgrounds to apply.

The Company is an equal opportunity employer.  All qualified applicants will receive consideration for employment.  Discrimination or harassment based upon any protected characteristics as defined by state or federal law is wholly inconsistent with our company values and will not be tolerated. Alternative application methods are available for individuals who are unable to use or access our online application system. For assistance, please contact us at Applicant_Assistance@apl.com.