**DUTIES AND RESPONSIBILITIES** The duties and responsibilities of this position consists of, but are not limited to, the following: **Leadership**: - Outline employee role accountabilities and expectations; provide coaching and manage performance to ensure productivity, quality, efficiency and service objectives are achieved - Develop direct reports in tactical, systems, and analytics skills - Hold direct reports accountable to successful execution of assigned duties and goals - Act as a resource for team members including branch leadership, branch operations peers, regional operations, training leadership and direct reports - Establish relationships with key stakeholders within the branch, region and broader GF network - Identify and drive cost control initiatives as needed - Support the personal/professional development for assigned team. Coach and guide to improve performance and drive accountability. Provide timely feedback and problem-solving assistance via regular checkpoints and/or in response to situational needs. Understand development needs and create opportunities for experiences that support development needs - Encourage employee feedback through formal and informal channels. Acknowledge and take action on feedback to drive a trusting culture of open two-way communication, inclusivity and continuous improvement - Cascade communications on office, divisional and organizational initiatives to ensure employee’s understanding and alignment - Employ strong change management tactics to drive desired behaviors and results both for direct and indirect reports **Quality Control**: - Develop structure for operational audit and provide reporting to branch leadership team on audit results - Develop and/or implement intensive and structured development program for new hires - Represent progress, status, and suggested adjustments for internal process improvement - Leverage analytics, metrics, and other tools to identify quality issues and opportunities - Leverage Corporate Training opportunities in the branch and collaborate on branch level training tools and programs **Quality Improvement**: - Using analytics, observation, and collaboration with modal managers; identify and recommend optimization opportunities and solutions within the branch - Develop, deliver, and maintain branch improvement plans - Re-train operational team members based on audit findings, dashboard results and other regional or global metrics results - Publish quality and efficiency performance against regional or branch goals to the branch - Share knowledge of systems functionality with various levels of branch personnel to drive operational efficiency and progress - Interface between Operational Team, Corporate Operations, Corporate/Regional Training and IT to drive process improvements and/or system enhancements - Lead quality and efficiency improvement initiatives - Participate and provide feedback related to systems enhancements (UAT) - Create, monitor, and update project plans, deliverables and executive summaries as applicable **Quality Implementation**: - Support Implementation of new business and process - Drive adoption of systems enhancements as well as branch improvement plans - Ability to execute and explain operational processes specific to modal area of expertise as SME - Ensure Customer SOPs are configurable to standard SOPs leveraging optimal processes and technologies and do not conflict with company standards - Other duties or responsibilities as assigned according to the team and/or country specific requirements **QUALIFICATIONS** Required: - High School diploma or GED - Minimum 5 years of industry experience or equivalent knowledge - Minimum 2 years’ experience of leading and managing teams - Strong modal product knowledge Preferred: - Bachelor’s degree from an accredited college or university - Ability to collaborate and align across functional and geographical boundaries to achieve results - Proficient in Microsoft Office Suite of programs - Advanced skills in process analysis - Data driven - Can understand and communicate complex processes to a varied audience in a simple way - Effective listener and communicator with strong technical writing skills - Detail oriented, Organized and Operationally focused - Proven ability to multi-task and keep stake holders informed - Strong change management skills - Values a diverse and inclusive work environment **Disclaimer**: - This job description is intended to generally describe the nature and level of work to be performed by employees in this position. It is not intended to be construed as an exhaustive list of all responsibilities and skills required of employees performing this role. **Equal Opportunity and Affirmative Action Employer** - C.H. Robinson is proud to be an Equal Opportunity and Affirmative Action employer. We believe in equality for all and celebrate the diversity of our employees, customers, and communities. We believe this increases