Service Quality Manager

About the role

This position directs and supports process strategy as a process architect, engineer, educator, coach and auditor. It works with internal and external customers, service delivery teams and management to assess environments, design and execute strategic process plans, and deliver education and quality programs that drive performance excellence for APL Logistics in the 3PL industry.

Key responsibilities

• Manage APLL client‑related projects, coordinating cross‑functional internal and external resources.
• Ensure customer shipment delivery expectations are met by following SOPs, milestones and KPIs.
• Record and verify financial transactions and oversee internal stakeholder alignment to keep projects on schedule.
• Support local teams with guidance for Service Excellence objectives, identify trends and propose improvements to boost customer retention.
• Lead new account implementation, system and procedure roll‑outs, and conduct customer business reviews.
• Conduct internal service delivery audits, initiate quality improvement programs and provide regional troubleshooting support.

Required profile

• 6+ years of relevant experience in logistics or service quality management.
• Proven leadership and team‑management skills, including mentoring and coaching.
• Experience with Order Management Service (OMS), International Forwarding Service (IFS), Contract Logistics Service (CLS) and Transportation Management Service (TMS).
• Strong stakeholder‑management ability and excellent communication across all hierarchy levels.

Required skills

• OMS (Order Management Service)
• IFS (International Forwarding Service)
• CLS (Contract Logistics Service)
• TMS (Transportation Management Service)
• Microsoft Excel
• Power BI