Mgr Engineering

This role will be responsible for managing Business Level Support arising from Incidents experienced with systems or processes. The Level 2 Business Support Manager plays a pivotal role in ensuring operational efficiency and customer satisfaction. They oversee day-to-day support functions, coordinate with internal teams and external partners to resolve service issues, and maintain compliance with international shipping regulations. Their responsibilities include monitoring shipment processes, managing documentation accuracy, optimizing workflows, and providing guidance to junior staff. By bridging the gap between frontline operations and senior management, they ensure smooth execution of freight movements, timely problem resolution, and continuous improvement in service delivery standards.

Key Competency Areas we would look for in all candidates as below - the Manager role would additionally hold experience managing Support teams and running and designing/overseeing a support function.

• Technical / Application Knowledge

• • Deep familiarity with CargoWise One: modules, workflows, registry setup, triggers, milestones, macro/event configuration, document/customization.

  • Understanding of EDI/Integration technologies: message types/formats (e.g. EDIFACT, X12, XML, JSON), tag/file rules, raw-text and structured transmissions, partner/carrier/airline integrations.

  • Knowledge of related systems / tools: databases / SQL for querying or troubleshooting, data mapping, APIs, middleware or adapters (e.g. eAdaptor in CargoWise), error / log analysis.

• Business Process & Domain Knowledge

• • Freight forwarding operations (sea, air, import/export, customs, warehouse) so that support conversations make sense in context.

  • Understanding endtoend business flows (booking documentation customs delivery) to map where disruptions or inefficiencies may arise.

  • Process mapping, gap analysis, ability to translate operational requirements into system configuration or process improvements.

• Problem Solving & Troubleshooting

• • Ability to triage Level 2 issues (after L1): isolate whether it's user error, configuration, integration failure, system bug, or external partner problem.

  • Root cause analysis, possibly including data logs, workflows, message traces.

  • Prioritization skills: decide what needs immediate action vs. what can be part of longer term fixes or enhancements.

• Project & Change Management

• • Managing small-to-medium updates or enhancements: upgrades, module rollouts, integration onboarding.

  • Being familiar with methodologies (Agile, Waterfall as appropriate) with staging, testing, training, golive, monitoring.

  • Change control, user training, documentation (SOPs, guides), versioning.

• Communication & Stakeholder Management

• • Translating technical issues into business terms for operations, management, external partners.

  • Leading meetings / walkthroughs / demos with users and key users.

  • Escalation management: knowing when to bring in dev/CD teams, vendor/CW support, etc.

• Team Leadership & Support Structure

• • Overseeing / mentoring Level 1 and Level 2 support analysts. Ensuring best practices, knowledge sharing.

  • Setting, measuring, and monitoring KPIs: ticket SLA, resolution time, user satisfaction, error rates.

  • Capacity planning, resource allocation, escalation thresholds.

• Operational Discipline & Continuous Improvement

• • Logging and tracking tickets/issues well; maintaining change registers.

  • Identifying recurring issues / patterns and pushing for systemic fixes.

  • Balance between reactive support (firefighting) and proactive improvements (automation, process streamlining).

• Soft Skills

• • Strong analytical thinking.

  • Organization and ability to manage multiple priorities.

  • Good under pressure, especially when integrations or EDI failures affect operations.

  • Customeroriented mindset: internal users (operations, sales, customs) and external (partners, carriers).

  • Good writing skills (for documentation, clear support/resolution notes).

• Supplementary / NicetoHave Skills

• • Experience with tools like ServiceNow, JIRA, Confluence, or ticketing / knowledge base systems.

  • Basic programming / scripting ability (to test or create small utilities, handle data transformations).

  • Familiarity with the regulatory or compliance landscape relevant to international shipping, customs, etc.

  • Experience in Integration tools like b2bi, Tibco, etc.

Bachelor's degree in industrial engineering or a related quantitative discipline or equivalent. Five (5) years of related professional experience. Knowledge of freight forwarding, brokerage practices & systems. Previous international experience preferred. Strong basic management, analytical, human relations and communication skills.

Preferred Qualifications: Remote 9 a.m. to 5 p.m., Monday - Friday

Pay Transparency: This compensation range is provided as a reasonable estimate of the current starting salary range for this role across all potential locations. If this opportunity includes multiple job levels, the range is a reasonable estimate of the current. Starting salary for the lowest level to the current starting salary of the highest level. Actual starting pay would be determined by experience relative to the job, market level, pay at the location for this job and other job-related factors. Permitted by law. An employee may be eligible for additional pay, premiums, or bonus potential. The Company offers eligible employees health, vision and dental insurance, retirement, and tuition reimbursement.

Pay: 7,967.73 - 15,118.26 USD Monthly

Additional Details:

FedEx Logistics provides freight forwarding, as well as import and export services that allow companies to reach markets throughout the world. They help customers of all sizes solve the intricacies of shipping goods globally by providing comprehensive international ocean and air freight forwarding, surface transportation and distribution, customs brokerage, trade and customs advisory services, and advanced e-commerce and trade facilitation solutions. We're glad you stopped by and hope your job search experience with FedEx Logistics, Inc. will be rewarding. We look forward to hearing from you!

FedEx Logistics is an Equal Opportunity Employer including, Vets/Disability.

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FedEx Logistics will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the FAIR Chance Initiative for Hiring Ordinance (FCIHOO) for the City of Los Angeles (LAMC 189.00)

FedEx Logistics will not rely on the wage history of a prospective employee from any current or former employer when determining the wages for such individual at any stage in the employment process, including in the negotiation or drafting of any employment contract in accordance with Philadelphia Ordinance No. 160840.