Key responsibilities
- Lead and manage CX Contact Center operations, ensuring alignment with regional and global strategy.
- Define and execute customer experience strategy to meet customer needs across products, segments, and markets.
- Oversee team structure, workforce planning, and organizational design to support operational scalability.
- Lead, coach, and develop Team Leaders and CX teams, fostering a high-performance and customer-centric culture.
- Ensure achievement of service levels, KPIs, and operational targets through structured performance management.
- Drive continuous improvement initiatives to enhance customer experience, operational efficiency, and quality.
- Develop and implement business continuity plans for critical customer processes.
- Monitor performance trends, identify risks, and implement corrective action plans.
- Collaborate with cross-functional teams to ensure seamless customer journeys and service delivery.
- Build and maintain strong relationships with internal and external stakeholders.
- Identify growth opportunities, including up-sell and cross-sell initiatives aligned with business strategy.
Accountabilities
- Delivery of CX performance against KPIs (service levels, productivity, customer satisfaction).
- Organizational capability development, including leadership pipeline and team performance.
- Execution of strategic initiatives and continuous improvement plans.
- Operational resilience and continuity of customer-facing processes.
Required qualification, experience & skills
- Bachelor’s degree or equivalent experience.
- 8 + years of experience in contact center management or similar leadership roles.
- Strong leadership and people management skills, with experience managing managers or large teams.
- Proven ability to drive performance, operational excellence, and customer satisfaction.
- Strong stakeholder management and communication skills.
- Ability to operate in complex, fast-paced environments and manage multiple priorities.
- Experience in building and scaling operations.
Required Business/ Technical Knowledge
- Strong understanding of contact center operations and performance metrics.
- Knowledge of customer experience frameworks and continuous improvement methodologies.
- Experience with tools such as SAP and advanced Excel.
- Familiarity with Lean Six Sigma and/or project management methodologies.
- Understanding of logistics and supply chain operations (preferred).
Key measures
- Customer Satisfaction (CSAT)
- Service Level / Phone Accessibility
- Productivity and operational efficiency
- Average Handle Time (AHT) and Average Speed of Answer (ASA)
- Shrinkage and workforce effectiveness
- Volume growth and churn management
Shift Timings
- Flexibility to work in rotational shifts, including night shifts, based on business requirements.
- Willingness to work in a 5-day workweek schedule, which may include weekends as part of the roster.
Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes applicants without regard to race, colour, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, pregnancy or parental leave, veteran status, gender identity, genetic information, or any other characteristic protected by applicable law. We will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.
We are happy to support your need for any adjustments during the application and hiring process. If you need special assistance or an accommodation to use our website, apply for a position, or to perform a job, please contact us by emailing [email protected].
Skills Required
- Bachelor's degree or equivalent experience
- 8 or more years of experience in contact center management or similar leadership roles
- Experience managing managers or large teams
- Strong leadership and people management skills
- Experience driving performance, operational excellence, and customer satisfaction
- Strong stakeholder management and communication skills
- Ability to operate in complex, fast-paced environments and manage multiple priorities
- Experience building and scaling operations
- Strong understanding of contact center operations and performance metrics
- Knowledge of customer experience frameworks and continuous improvement methodologies
- Experience with SAP and advanced Excel
- Familiarity with Lean Six Sigma and/or project management methodologies
- Understanding of logistics and supply chain operations
- Flexibility to work rotational shifts, including night shifts
- Willingness to work a five-day workweek that may include weekends
A.P. Moller - Maersk Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about A.P. Moller - Maersk and has not been reviewed or approved by A.P. Moller - Maersk.
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Healthcare Strength — Company materials and job postings consistently highlight comprehensive medical, dental, and vision coverage, with U.S. transparency-in-coverage links indicating established group plans. These benefits are framed as part of a global rewards approach that aims for a consistent experience across markets.
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Retirement Support — U.S. roles commonly include a 401(k) with company match, reflected across multiple current postings. Disclosures also describe retirement savings as a core element of the company’s global benefits framework.
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Parental & Family Support — A global minimum of 18 weeks of fully paid maternity leave signals a strong baseline for family benefits. Guidance encourages candidates to clarify local parental provisions, reflecting structured policy with country-specific application.
A.P. Moller - Maersk Insights
What We Do
A.P. Moller - Maersk is an integrated transport and logistics company; going all the way, together, for our customers and society. ALL THE WAY is our commitment to connect the world so that everyone has both the possibility and the ability to trade, grow and thrive. The company employs roughly 110.000 employees across operations in 130 countries.
