C.H. Robinson is hiring a Manager of Service Delivery to join our team. In this role, you will be responsible for executing Robinson Managed Solutions’ Service Delivery strategy for an assigned customer or customer portfolio, in alignment with customer expectations and service level agreements (SLAs). This includes overseeing Service Delivery Excellence, Customer Satisfaction, Personnel Development and Management, and driving Operational Effectiveness through a Continuous Improvement approach.

This position follows a hybrid work model with four days in the Chicago, IL office and one day working from home. This arrangement is subject to change based on business needs.

Duties and Responsibilities

The duties and responsibilities of this position consist of, but are not limited to, the following:

Business Strategy

• Identify and document incorrect or rejected invoices as part of the freight audit process

• Collaborate with operations and technical teams to implement cost-saving strategies based on freight audit data

• Drive consistent execution that meets Service Delivery requirements and customer expectations

• Leverage operations dashboards and internal analytics to identify service gaps and areas of excellence, then lead actions to address gaps

• Utilize continuous improvement methodology to manage key performance indicators (KPIs) for the service delivery team

• Identify recurring service interruptions and customer issues; lead root cause analysis and corrective/preventive actions

• Serve as the key customer contact for operational service delivery needs

• Collaborate cross-functionally to standardize leading practices

Team Leadership

• Lead and mentor direct reports by providing regular feedback, coaching, and guidance based on performance data and development plans

• Ensure team members understand customer objectives and how to achieve them

• Ensure the service delivery team has the necessary resources to execute daily operations

• Coordinate schedules to maintain appropriate account coverage (e.g., for PTO, meals, breaks)

• Maintain and utilize account-specific onboarding for new team members

• Perform other duties as assigned, based on team and/or country-specific needs

Qualifications

Required

• High school diploma or GED

• A combination of education and work experience may be considered

• Minimum of 5 years in operations and/or customer-facing roles

• Minimum of 2 years in a leadership or management role

• Ability to travel up to 10% (domestically and internationally)

Preferred

• Bachelor’s degree from an accredited college or university

• Experience in Accounting, Finance, or Economics

• Strong root cause analysis and analytical skills

• Experience implementing standard practices and operational improvement initiatives

• Advanced proficiency in Microsoft Office Suite

• Strong problem-solving and conflict resolution skills

• Ability to lead in a fast-paced environment

• Excellent interpersonal, communication, and presentation skills

• Strong business acumen

• Ability to build effective relationships internally and externally

• High level of integrity, with values aligned to C.H. Robinson’s mission and leadership principles

• Collaborative working style

• Commitment to a diverse and inclusive workplace

We will review applications for this role on an ongoing basis and encourage all interested candidates to apply at their earliest convenience.

Compensation Range

The base pay range displayed on the job posting reflects the minimum and maximum base pay for this specific location.  Your individual base pay within this range is determined by job-related skills, experience, and relevant education or training. Compensation details listed in this posting reflect the base pay only and do not include additional variable compensation.

Questioning if you meet the mark? Studies have shown that some individuals may be less likely to apply unless they match the job description exactly. Here at C.H. Robinson, we’re building an inclusive workplace where all employees feel they belong. If this position excites you, we welcome you to apply whether you check all the preferred qualifications or just a few. You may just be our next great fit!

Equal Opportunity

C.H. Robinson is proud to be an Equal Opportunity Employer. We are committed to a workplace and performance culture that reflects the strengths of our worldwide marketplace. We value unique experiences and diverse backgrounds of our people within our company, our business relationships, and our communities. We’re committed to providing an inclusive environment, free from harassment and discrimination, where all employees feel welcomed, valued and respected.

EOE//Disabled/Veteran