Air Cargo Operations Manager

About Us

Almost every single thing that you eat, wear, or use (yes, even the screen you’re reading this on) is imported. Freight quite literally moves the world. And we’re helping it move even better.

Freightos (Nasdaq: CRGO) is the global booking and payment platform for the trillion-dollar freight industry. Hundreds of airlines and ocean liners, thousands of freight companies, and over ten thousand importers and exporters use our platform to move goods around the world faster and more efficiently. This matters. Efficient freight ultimately makes things cost a little bit less when you buy them in the store.

As the leading global freight booking platform for a massive industry, we’ve been crushing it with double-digit growth, year after year, supporting well over one million shipments every year. 

About the Role

You will be directly responsible for the Customer Success Executive Team based in Barcelona and the Data Associate Team based in Chennai. Your direct reports will be the Customer Success Team Leads and the Air Cargo Rate Quality Specialist(s). 

Responsibilities

• Define and communicate team goals, KPIs and SLAs related to performance (e.g. time per upload/response time, quality, and utilization), and ensure the team meets these.
• No-task-too-small mindset; take ownership of air tariff uploads when the team needs support.
• Monitor the daily workload (files & queries) and ensure that the team completes all tasks assigned on time, including during periods of heavy volume or limited capacity.
• Conduct regular performance evaluation providing direct feedback, setting 1:1 meetings with the team and handling annual reviews.
• Motivate team members by creating a healthy work environment that promotes the development of team members through coaching and training.
• Foster a collaborative and performance-driven culture within the team
• Coordinate with different external teams (Product, Support, etc.) to provide information for new system features and bug resolutions, which will improve the department’s efficiency and productivity.
• Develop and implement strategies to improve service delivery and enhance the overall customer experience.
• Work directly with the Director of Global Customer Operations to implement continuous improvement initiatives to enhance operational efficiency and reduce costs.

About You 

Basic requirements

• Knowledge of air freight industry.
• 3-5 years of experience in leading or managing teams responsible for customer service, account management, or similar functions.
• Experience managing a team that is spread over several geographies and work hours.  
• Ability to create and adhere to team KPIs.
• Passionate about customer success, service and support. As passionate as we are about freight. 
• Steller communicator. We believe passionately in making freight frictionless. When you communicate how easy it can be, people get it. 
• Ability to create and deliver impactful presentations to different internal stakeholders.
• Flexibility to adapt to changing priorities and conditions in line with business needs.
• Strong analytical and problem-solving abilities, with a focus on continuous improvement and operational excellence.
• Ability to travel internationally as required.

Preferred requirements

• Experience using the Zoho CRM.
• Experience working with ticketing systems.

Why Freightos is the Perfect Runway for Your Career!

• We genuinely value work-life balance! We work hybrid, allowing you to enjoy quiet days at home, free from traffic, with in-office days, to meet your fabulous team face-to-face just 5 days a month.
• We believe that employees who get better make us all better. We strive for professional development and continuous learning. Alongside career support and guidance, you’ll receive an annual training budget for personal and professional development.
•  We don’t just offer jobs—we offer a stake in something bigger. As part of Freightos, you’ll be eligible to receive equity incentive grants that vest over time, aligning your success with the company’s long-term growth. The more we build together, the more you benefit.
• A multicultural global team makes global freight easier. You’ll work with people from around the world, gain new perspectives, and experience diverse ways of thinking—fun and eye-opening!
• Some cool perks such as Private Health Insurance, Ticket Restaurant, and Flexible Remuneration options for nursery, transport, and restaurant vouchers. 
• Flexible schedule & intensive working hours on Fridays so that you can enjoy a longer weekend :)
• Our office in Torre Glories is located in the center of the tech HUB in Barcelona and has stunning city views. We organize events and gatherings throughout the year to keep the team connected and energized. 

Freightos is an equal opportunity employer, committed to treating all potential employees fairly and ensuring equal opportunities for everyone.