A Cargo Signal Operations Lead is expected to be a highly regarded expert in Command Center Operations. With a bias for action, dedication to continuous improvement, and a commitment to delivering exceptional customer service.
Operational Excellence & Quality Assurance
- Proactive Monitoring & Escalation: Respond to alerts and provide expert support in critical escalations, ensuring timely and effective resolution. Serve as on鈥慶all support for high鈥憇everity incidents..
- Quality Assurance: Regularly review Command Center monitoring activities and incident reports to identify root cause for errors and actionable insights and recommend corrective actions.
- Training & Development: Assist in create training material and exercises to equip Command Center with the skills needed for effective alert response.
- Process Optimization: Implement strategies to improve communication, situational awareness, decision-making, and teamwork within the monitoring operations.
Team Collaboration & Customer Focus
- Cross-Functional Communication: Foster clear and consistent communication between monitoring operations and other departments, ensuring a unified, customer-centric approach.
- Customer Expectation Alignment: Collaborate with Sales and Transition & Implementation teams to thoroughly understand and meet customer monitoring expectations.
- Operational Knowledge Sharing: Train operations teams on specialized response protocols and keep them informed of program updates and changes.
- Technology & Service Expertise: Maintain a deep understanding of Cargo Signal's hardware, software, and service offerings, providing valuable feedback for continuous improvement.
Process Development and Implementation
- Scalable Process Design: Work with leadership to streamline monitoring workflows, identify inefficiencies, and implement scalable, efficient solutions.
- Policy & Procedure Development: Work with leadership to implement monitoring policies, procedures, and best practices to optimize performance in a 24/7 environment.
- Customer-Centric Process Implementation: Implement, review, and adjust processes to comprehensively address customer needs related to alert monitoring and emergency response.
- SOP Management: Partner with Business Operations to review and refine customer-specific SOPs, ensuring clarity and accuracy. Create, validate, and maintain customer profiles, select appropriate alert rules within the Cargo Signal platform, and manage escalation contact lists.