{"id":3317806,"url":"https://alion.io/job/maersk-cx-team-leader","title":"CX Team Leader","company":{"id":7034,"name":"Maersk","domain":"maersk.com","url":"https://alion.io/company/maersk","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":94,"open_postings":1053,"ghost_share":0,"stale_share":0.431,"repost_share":0.004,"time_to_fill_p50_days":13,"computed_at":"2026-10-28T05:59:10Z"}},"role":"Management","role_family":"Management","seniority":"lead","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Qingdao, China"],"countries":["CN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"CAPA","optional":false}],"status":"live","first_seen_at":"2026-08-14T00:00:00Z","employer_posted_date":"2026-08-14","last_verified_at":"2026-10-28T08:40:23Z","board_verified":true,"closed_at":null,"days_open":75,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":75},"description":"The Team Leader is responsible for leading day-to-day operational delivery within the Customer Experience / 4PL Operations team. This role acts as the first-level operational escalation point, process SME, and team coach to ensure service quality, customer satisfaction, operational readiness, and continuous improvement.The role is expected to support complex customer cases, guide team members in daily execution, monitor workload and service risks, and drive process standardization and knowledge development across the team.\nThis role is not only an experienced individual contributor, but also a team-level operational leader who helps ensure stable service delivery, strong customer experience, and continuous team capability development.\nWe Offer\nJoining Maersk, you will become part of the global family of the company that moves 20% of global trade every day all the way, where one of our core values is Our Employees. It goes without saying that we value diversity in all its forms, including but not limited to: gender, age, nationality, race, sexual orientation, disability or religious beliefs. We are proud of our diversity and see it as a genuine source of strength for building high performing teams.\nPosition Purpose\nThe Team Leader is responsible for leading day-to-day operational delivery within the Customer Experience / 4PL Operations team. This role acts as the first-level operational escalation point, process SME, and team coach to ensure service quality, customer satisfaction, operational readiness, and continuous improvement.\nThe role is expected to support complex customer cases, guide team members in daily execution, monitor workload and service risks, and drive process standardization and knowledge development across the team.\nThis role is not only an experienced individual contributor, but also a team-level operational leader who helps ensure stable service delivery, strong customer experience, and continuous team capability development.\nKey Responsibilities\n1. Daily Operations Leadership\nLead and coordinate daily operational activities to ensure smooth execution of agreed service scope.\n\nMonitor team workload, task allocation, case progress, and operational risks.\n\nAct as the first escalation point for complex operational issues, urgent customer requests, and service disruptions.\n\nEnsure timely follow-up, resolution, and closure of open cases and exceptions.\n\nSupport team members in prioritizing tasks under high workload or time-sensitive situations.\n\nEnsure daily execution is aligned with SOP, IOP, QRG, customer requirements, and internal governance.\n\n2. Customer Experience and Escalation Management\nSupport the team in managing customer inquiries, escalations, and complex service issues.\n\nEnsure proactive, clear, and timely communication with customers and stakeholders.\n\nHelp the team manage customer expectations through status updates, risk notifications, and action plans.\n\nIdentify recurring customer pain points and drive corrective actions.\n\nMaintain a customer-centric mindset in daily operations and decision-making.\n\nSupport customer meetings, operational reviews, or business updates when required.\n\n3. Process and Knowledge Ownership\nServe as the team SME for assigned business flows, systems, processes, and customer requirements.\n\nLead onboarding and knowledge transfer activities for new team members.\n\nMaintain and update SOPs, IOPs, QRGs, work instructions, and training materials.\n\nEnsure process knowledge is properly documented, shared, and retained across the team.\n\nValidate team members’ process understanding through case review, Q&A sessions, and hands-on coaching.\n\nSupport operational readiness for new business scope, system changes, or process transitions.\n\n4. Issue Resolution and Continuous Improvement\nLead root cause analysis for recurring issues or service failures.\n\nDrive corrective and preventive actions to avoid repeated errors.\n\nIdentify process gaps, system inefficiencies, and improvement opportunities.\n\nUse operational data, case trends, and KPI results to support improvement actions.\n\nSupport automation, reporting, and digital improvement initiatives where applicable.\n\nPromote a continuous improvement mindset within the team.\n\n5. Stakeholder Coordination\nCollaborate effectively with internal teams, external partners, and global stakeholders to ensure smooth service delivery.\n\nCoordinate across multiple parties to resolve operational blockers and service issues.\n\nEnsure clear ownership, action tracking, and timely closure for cross-functional issues.\n\nProvide regular operational updates, risk highlights, and improvement recommendations to management.\n\nSupport smooth transition and handover between different teams, regions, or business scopes.\n\n6. Team Coaching and Capability Building\nProvide daily guidance, coaching, and support to team members.\n\nHelp junior team members improve process knowledge, customer communication, and problem-solving skills.\n\nSupport team learning through case sharing, best practice sharing, and structured training.\n\nPromote teamwork, accountability, and service ownership.\n\nAct as a role model in communication, ownership, customer focus, and professional behavior.\n\nKey Requirements\nExperience\nSolid experience in logistics, supply chain, customer experience, 3PL, 4PL, or operations management.\n\nExperience in end-to-end logistics process coordination is preferred.\n\nExperience in customer-facing operations, escalation handling, or complex issue resolution is preferred.\n\nPrior experience as SME, senior specialist, team focal, trainer, or small team lead is an advantage.\n\nExperience with reverse logistics, service logistics, repair logistics, or high-tech customer operations is a plus.\n\nSkills and Competencies\nStrong ownership and accountability.\n\nStrong customer service mindset and ability to manage customer expectations.\n\nGood understanding of end-to-end operational processes.\n\nStrong problem-solving and root cause analysis capability.\n\nGood stakeholder management and coordination skills.\n\nAbility to prioritize and make decisions under pressure.\n\nGood coaching, knowledge-sharing, and team support capability.\n\nStrong learning agility and adaptability.\n\nGood command of written and spoken English.\n\nData analysis, reporting, or process improvement experience is a plus.\n\nSuccess Measures\nStable daily operation and service delivery.\n\nTimely closure of customer cases and escalations.\n\nImproved team capability and process knowledge.\n\nReduced repeated errors and service failures.\n\nEffective onboarding and knowledge transfer for new team members.\n\nPositive customer and stakeholder feedback.\n\nContribution to process improvement and operational readiness.\n\nRole Positioning\nThe Team Leader is a senior operational SME and first-level escalation owner. The role is expected to lead daily service delivery, support team capability building, manage operational risks, and drive continuous improvement while continuing to support complex customer operations.\nOne-Sentence Summary\nThe Team Leader is an operational SME and first-level escalation owner who leads daily service delivery, supports team capability building, and drives continuous improvement to ensure high-quality customer experience.\nMaersk 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.\nWe are happy to support your need for any adjustments during the application and hiring process. 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Docs: https://alion.io/developers"}}