About the Role

As Customs Director, you will provide strategic and operational leadership across a complex, multi-country and multi-client environment.

You will own end-to-end service delivery, including operational KPIs, SLAs, governance, compliance, customer satisfaction, people performance, and P&L accountability.

The role is particularly suited to a senior leader with strong Customs operations expertise or comparable experience in logistics, freight forwarding, shared services, or non-technical BPO operations.

Key Responsibilities

Lead and oversee 250+ FTEs across a multi-layered organization.
Manage operational delivery across 15+ countries.
Own end-to-end service delivery, including KPIs, SLAs, operational governance, and P&L performance.
Manage complex multi-country and multi-client operations.
Ensure strong Customs compliance and oversee audits and regulatory authority interactions.
Lead complex transitions, migrations, and large-scale ramp-ups.
Drive operational performance, productivity, quality, turnaround time, and continuous improvement.
Lead automation and digital transformation initiatives within the operation.
Manage stakeholder and client relationships in a service delivery environment.
Connect operational performance with commercial and financial outcomes.
Maintain focus on customer satisfaction, employee engagement, compliance, and financial results.
Apply strong analytical and decision-making skills to improve operational outcomes.

Must-Have Qualifications

7–10 years of experience in Customs operations/services, preferably in logistics, freight forwarding, or shared services; or 7–10 years of managerial experience in comparable operational processes, preferably in GBS or BPO.
At least 5 years leading multi-layered organizations, including managers of managers, across large-scale or multi-site operations.
Proven end-to-end service delivery ownership covering KPIs, SLAs, operational governance, and P&L accountability.
Experience managing complex multi-country or multi-client operations.
Strong experience with Customs compliance, audits, and regulatory authorities.
Proven experience leading transitions, migrations, and large-scale ramp-ups.
Experience managing stakeholder and client relationships in a service delivery environment.
Experience in people, operational, and financial management.

Good-to-Have

Background in logistics or freight forwarding.
Experience in Shared Services / GBS environments.
Experience in BPO operations, particularly non-technical processes measured through KPIs such as productivity, quality, and turnaround time.
Experience driving automation and digital transformation.
Strong continuous improvement and operational performance management experience.