(HQ) Control Tower Manager (VIP Accounts)

Based at Global Headquarters, this role is responsible for leading the global Control Tower function to strengthen operational support, drive cross-regional alignment, and ensure execution excellence throughout the network. The position will establish standardized operating practices, provide governance and performance oversight, facilitate collaboration among regional operations teams, and ensure timely resolution of operational issues and enhance customer satisfaction, and drive operational excellence on a global scale.

KEY RESPONSIBILITIES

This role plays a critical role in supporting the company's VIP semiconductor customers by ensuring operational stability, executive-level visibility, and consistent service delivery across the global network.

1. Global Control Tower Alignment:

• Manage the Control Tower team to provide centralized operational oversight for assigned global semiconductor accounts.
• Establish and maintain standardized operating procedures, governance processes, and service standards across all participating stations.

2. Operational Coordination & Execution

• Act as the primary operational escalation point for overseas stations and internal stakeholders.
• Ensure seamless shipment execution, timely milestone management, and proactive handling of service exceptions.
• Coordinate cross-functional teams to resolve operational issues and minimize supply chain disruptions.
• Attend conference calls outside regular office hours, including occasional late-night meetings with overseas as required.
• Travel domestically and internationally as required for customer, operational, and business needs.

3. Performance Management & Continuous Improvement

• Monitor operational KPIs and service performance across global locations.
• Conduct root cause analysis and implement corrective and preventive actions for recurring service issues.
• Drive operational excellence initiatives to improve service quality, productivity, visibility, and customer satisfaction.

4. Customer & Stakeholder Management

• Support Global Account Managers in customer reviews, business updates, and strategic operational discussions.
• Build strong working relationships with customers, regional operations teams, and internal stakeholders.
• Provide timely updates on critical operational matters, potential risks, and mitigation actions.

5. Account Implementation & Business Support

• Support customer onboarding, operational implementation, and SOP deployment for new business opportunities.
• Ensure operational readiness and alignment among all participating stations during account transitions and business expansions.

6. Reporting & Analytics

• Analyze operational data and performance trends to identify improvement opportunities.
• Prepare and support Monthly Business Reviews (MBR), Quarterly Business Reviews (QBR), management reports, and customer presentations.
• Utilize data analytics and AI-enabled tools to enhance reporting effectiveness and operational insights.

ESSENTIAL JOB QUALIFICATIONS

Education/Technical Skills

• Bachelor's degree or above in Business Administration, Logistics, Supply Chain Management, International Trade, Engineering, or related disciplines.
• Strong command of both written and spoken English and Chinese, with effective communication skills for collaboration across Asia-Pacific, Americas, and Europe offices
• Microsoft Office (PowerPoint, Excel, Word, Outlook); Good working knowledge of AI applications and data analytics tools.
• Strong negotiation and stakeholder management skills.

Knowledge/ Work Experience

• Minimum 8 years of experience in freight forwarding key account management.
• At least 3 years of leadership or supervisory experience preferred.
• Experience managing multinational or strategic key accounts, preferably within the semiconductor, technology, or high-tech manufacturing sectors.
• Proven experience coordinating operations across multiple countries and regions.
• Familiarity with KPI management, operational governance, continuous improvement, and customer escalation management.

Key Behavioral Competencies

• Strong logical thinking and problem-solving ability.
• Detail-oriented and precise, with a strong mindset for customer service and operation improvement.
• Excellent time management skills; able to handle multiple tasks efficiently.
• A strong team player with effective cross-functional collaboration skills, while also capable of working independently.
• Proactive, accountable, and results oriented.