Operations Manager

WebCargo digitizes global freight sales for over 3,500 of the world’s largest logistics providers and carriers. Or, in plain English, we help move the world, offering incredible technology that powers almost a third of the global air cargo market, helping logistics players around the world digitize how they price, book and sell freight.

We’re not alone, either.

WebCargo is a proud part of the Freightos Group, a logistics technology company that aims to make global trade frictionless. We work with some of the largest companies in the world, are regularly featured in top-tier publications, make our families proud and are traded on the Nasdaq (CRGO).

Turns out, it’s kind of a big deal. As the leading global freight booking platform for a massive industry (the phone or computer you’re reading this on was, after all, shipped), we’ve been crushing it with double-digit growth, year after year.

**About the Position**

Since we aim for the sky (air freight tech company and all ), we’re now bringing all air cargo bookings online with eBookings, creating the world’s largest live air freight platform with companies like United Airlines, Air France -KLM, IAG (British Airways-Iberia Cargo), Lufthansa, Qatar Airways, Turkish Airlines and many others.

And it’s working. How well? Well enough that we need someone to help manage our growing team of Air eBookings Customer Operations Associates.

**Roles & Responsibilities**:
As our Operations Manager (Air eBookings), you’ll manage the expanding team. This means you’ll:
**Operations Management**
- Define and implement new processes that support the growth of our eBookings and scale with our expanding team.
- Implement best practices that help achieve targets set.
- Be the escalation point for the eBookings Customer Service Associates, supporting them with their day-to-day challenges on ticket resolutions.
- Monitor eBookings placed on-platform and messages received from customers and partners, and ensure daily activities are accomplished.
- Help coordinate the launch of new API connections.
- Ensure freight forwarder requests are answered within our defined SLAs.
- Implement and monitor customer satisfaction.
- Own any reporting related to KPI tracking.

**Team Management**
- Manage team members located in different time zones (India, Spain and the US). Ensuring there is constant communication and flow of knowledge across the team.
- Manage the team’s day-to-day responsibilities, prioritizing tasks and monitoring completion. Ensure the team is available to tend to critical issues across the different time zones.
- Motivate and inspire the team to function in a goal-oriented manner by making sure they understand their role & mission.
- Provide feedback and identify areas of development required for each team member, and work with the Director of Global Customer Operations to put in place a plan to help develop your team’s skill sets and capabilities.
- Onboard new employees, helping them understand our business and operation. You’ll work with them to ensure they understand our processes and also support them as required.

**Stakeholder Management**
- Liaise with airlines and other external partners to help the team address and resolve issues related to eBookings.
- Work with internal stakeholders in Product, Sales, Airlines, Support and other functions to ensure a smooth running of operations.

**Requirements**:
**Basic Requirements**:

- 3-5 years experience as a team lead or team manager.
- 2+ years experience managing teams in remote settings.
- Freight or airline industry experience.
- Professional experience in operations or tech-focused customer service roles.
- Fluent English speaker and writer - from the friendly chat to the C-level meetings lingo.
- Strong data analysis and problem-solving skills.
- Experience creating, owning and reporting on KPIs.
- Flexibility to adapt to changing priorities and conditions in line with business needs.
- Experience using Operation software such as Salesforce, Intercom, and Zendesk.

**Nice to have**:

- Additional languages.

**What you will be offered at Webcargo**:

- Location: Barcelona, Spainbut only some of the time. We’re on an employee-friendly hybrid model.
- We believe that employees who get better make us all better. We strive for professional development and continuous learning. Apart from career support and guidance, you’ll be entitled to an annual training budget for personal and professional development. No, you can’t use it on cool socks. But most other things go.
- Participation in the Long-Term Incentive Plan (LTIP) of the Freightos Group.
- Ticket restaurant, Private Health Insurance and Flexible remuneration options for nursery, training and transport. Full-time position. Flexible schedule & intensive working hours on Fridays so that we have a long weekend
-Multicultural and open environment, full of great people from multiple countries. Over twenty languages, but all aligned on