Leads the execution of Ocean Customer

Experience

operations within a defined team scope by driving performance management, ensuring high-quality customer issue resolution, and supporting continuous process improvements. Acts as a bridge between strategy and execution to deliver consistent, customer-centric outcomes Accountabilities •Execution of Ocean CX strategy within team scope •Team performance management (productivity, quality, SLA, engagement) •First-time customer issue resolution at team level •Continuous improvement of operational processes within team scope •Support rollout and adoption of systems/platforms •People management and capability development Critical Tasks •Translate operational goals into daily/weekly team plans and monitor execution •Manage team performance through KPIs, coaching, and regular follow-ups •Ensure timely and high-quality customer issue resolution with minimal escalations •Identify process gaps and drive improvement initiatives within the team •Support system and platform rollout by ensuring team readiness and adoption •Act as escalation point and coordinate with stakeholders to resolve blockers •Stakehder management Requirement / Capabilities •

Experience

in Customer

Experience

/ Ocean Product / Operations •Team management and coaching skills •Stakeholder communication and coordination skills •Strong execution and problem-solving capability •Process minded with understanding of end-to-end impact •Change management and team engagement capability •Project management exposure/experience •Highly result oriented, ready to take challenges and able to work under pressure •Possess fluent English speaking and writing skills. (For roles involving Japan or Korea, near-native proficiency in Japanese or Korean is required, with strong verbal communication and understanding of relevant business cultures preferred.) Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes applicants without regard to race, colour, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, pregnancy or parental leave, veteran status, gender identity, genetic information, or any other characteristic protected by applicable law. We are happy to support your need for any adjustments during the application and hiring process. If you need special assistance or an accommodation to use our website, apply for a position, or to perform a job, please contact us by emailing accommodationrequests@maersk.com. Performance Measures Specific •CSAT (Survey per case) •Case management relevant KPIs •Contact per shipment (Self-service adoption) •First case resolution •SLA related KPIs •Quality audit •Team productivity •Team engagement •Upselling & Cross Selling •Agent view follow up Shared •NPS •IQ •Productivity •Revenue Leakage •SGA •Regional RoFo A.P. Moller - Maersk is an integrated container logistics company working to connect and simplify its customer's supply chains. As the global leader in shipping services, the company operates in 130 countries and employs roughly 100,000 people. With simple end-to-end offering of products and digital services, seamless customer engagement and a superior end-to-end delivery network, Maersk enables its customers to trade and grow by transporting goods anywhere - all over the world. For more information click here. All the way.