Mexico Operations Manager

What You’ll Do

•  Collaborate with BD and Carrier teams to deliver exceptional service across key Mexico cross-border accounts. 
• Review and analyze account performance data (daily, weekly, monthly) to monitor KPIs, optimize processes, and share key insights with customer base. 
• Lead continuous improvement efforts within account operations to enhance efficiency and customer satisfaction and drive overall customer growth 
• Coordinate with operational support teams (e.g., Border Operations) to ensure smooth transit and 24/7 service coverage. 
• Audit the team load board, ensuring proper appointment scheduling, shipment tracking, and pricing and offer management. 
• Assist with managing accounts receivable and aging to limit invoicing issues and manage DSOs.
• Serve a point of escalation for operational challenges, working with internal teams to resolve issues promptly. 
• Provide feedback to technology teams to improve systems and tools that support Mexico operations. 
• Ensure that all customer requests and operational issues are addressed in a timely manner and that appropriate follow up is also actioned 
• Lead by example as a player-coach, actively participating in day-to-day operations and stepping in to handle tasks when needed to ensure team success and maintain operational excellence 
• Help oversee and manage Account Coordinators, Associates, Specialists, Advisors, and Team Leads within the Mexico Operations Team, including onboarding, coaching, and performance management. 
• Host regular 1:1 meetings with Team Leads and direct reports to review account and team performance, discuss progress, address challenges, and provide coaching on areas for improvement and needed support. 
• Conduct quarterly career development conversations with the Team Lead and direct reports to discuss career growth, opportunities, strengths, areas for improvement, and goal setting.
• Partner with Employee Success to identify early talent, assess flight risks, and evaluate the effort and performance metrics of direct reports. 
• Assign stretch projects or tasks to direct reports to foster engagement and create developmental opportunities. 
• Act as hiring manager for open roles on the Operations team and help identify internal talent pipelines. 
• Champion organizational changes, clearly communicating the reasons behind them, promoting a positive outlook within the team, and driving accountability with overall adoption. 
• Ensure all team members maintain a high level of professionalism, intervening when necessary.
• Cultivate a high-performing, collaborative, and positive team culture within the Guadalajara office 
• Partner with BD and sales teams to develop and implement strategies for growing key accounts
• Serve as a cross-border logistics expert, building strong relationships with internal teams and external customers. 
• Partner with Implementation Manager to facilitate an efficient and accurate onboarding process that gives Arrive a competitive advantage. 
• Travel as needed to engage with customers, educating them on cross-border services and building trust. 
• Provide operational feedback to BD Reps and Pricing teams for incumbent business to ensure alignment with customer requirements and competitive rates 

Qualifications

• Fluency in Spanish and English 
• 6+ years minimum of previous experience in Operations or Account Management at a 3PL,
• 4+ years minimum focusing on Cross-Border Mexico. 
• 2+ years of people management experience. 
• Proven track record of exceeding performance goals in all freight markets. 
• Strong collaboration with other departments. 
• Exceptional communication and interpersonal skills, both written and verbal. 
• Able to work collaboratively and cross-functionally with other team members to achieve results.
• Proficient in the Microsoft Office suite; you can conduct analysis and create presentations independently. 
• Prior experience working in a 3PL (third-party logistics) company, with a strong understanding of supply chain operations, logistics management, and client relationship building.

The Perks of Working With Us

• Take advantage of our benefits including monthly grocery vouchers, vacation days, savings fund, medical insurance (including dental and vision plans) and more.
• Leave the suit and tie at home; our dress code is casual.
• Enjoy office wide engagement activities, team events, happy hours and more!
• Work in our new Guadalajara office located in Torre 1500 (Av. Americas 1254) within the plaza, you'll find cafes and a wide variety of local restaurants.
• Start your morning with free coffee!
• Maximize your wellness with free counseling sessions through our Employee Assistance Program
• Get paid to work with your friends through our Referral Program!