The opportunity
The Manager, Americas Control Tower leads the execution strategy for ocean and air freight operations across North and Latin America, based out of Flexport’s Guadalajara office. This role is responsible for driving operational excellence through consistent process execution,…
What you'll do
Build, lead, and develop a team of Gateway Operators within the Americas: Control Tower, able to execute across both ocean and air modes
Serve as the primary leadership presence for the Americas Control Tower from: day one; act as the bridge between Control Tower operators and regional Gateway leadership teams
Establish clear escalation protocols, communication rhythms, and performance: standards between the Control Tower and its regional counterparts
Lead weekend and after-hours coverage planning for accounts requiring extended support
Oversee exception management workflows: dwelling cargo, document discrepancies, milestone gaps, line holds, and carrier SLA resolution
Ensure flexibility is maintained across ocean and air modes; gateway: operators flex between modes based on volume and account needs
What they're looking for
- Act as a client-facing escalation point for high-priority issues, partnering: with Account Management and Demand to ensure client expectations are met and communicated clearly
- Partner with Americas ops leaders on outbound forecasting, terminal dwell,: milestone accuracy, and timely carrier communication
- Develop and maintain SOPs for all Control Tower-managed functions; ensure: consistent, repeatable, and compliant execution across modes and accounts
- Generate SLAs for the Control Tower team aligned with regional and company-wide goals
