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.
