Support Manager, Government Services

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 Support Manager is responsible for the day-to-day leadership, performance management, and quality oversight of the Government Customer Care Team. This role ensures the delivery of exceptional customer service through strong problem-solving capabilities, continuous process improvement, and adherence to booking accuracy standards and key performance indicators (KPIs). The Support Manager provides a team-based support structure that enables frontline staff to meet service expectations while serving as an escalation point for complex customer service issues requiring management-level engagement. This includes cross-functional collaboration, logistical and operational analysis, and decision-making authority beyond frontline empowerment limits. This position works closely with APL Trade and Sales, as well as CMA CGM Operations and Service Delivery partners, to drive seamless execution, service consistency, and customer satisfaction across government accounts.

Segments managed within this role may include one or more of the following: Military Household Goods, Guam, Humanitarian Aid, or U.S. Flag Project Cargo

Functions and Duties

• Quality Assessment
• Booking Accuracy
• Process Management
• People Leadership & Performance Management
• Operational Oversight & Daily Management
• Other duties 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 HR skills
• Strong change management skills
• Proficient with MS applications (excel, outlook, word and ie)
• Proficient with Lara and Nova
• Demonstrated ability to work under pressure
• Management experience
• Process management expertise
• Previous experience with offshore service centers

Qualifications

Education:

HS Diploma or GED

Preferred Bachelor’s degree

Experience

General 3-5 years

Industry 3-5 years

Leadership 3-5 years

Union management preferred

At American President Lines, we are committed to fair and equitable compensation practices. The expected salary range for this position is $67,000 - $84,000 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.