Command Center Monitoring Supervisor

Job Description

A Cargo Signal Operations Lead is expected to be a highly regarded expert in Command Center Operations. With a bias for action, dedication to continuous improvement, and a commitment to delivering exceptional customer service.

Operational Excellence & Quality Assurance

• Proactive Monitoring & Escalation: Respond to alerts and provide expert support in critical escalations, ensuring timely and effective resolution. Serve as on‑call support for high‑severity incidents..
• Quality Assurance: Regularly review Command Center monitoring activities and incident reports to identify root cause for errors and actionable insights and recommend corrective actions.
• Training & Development: Assist in create training material and exercises to equip Command Center with the skills needed for effective alert response.
• Process Optimization: Implement strategies to improve communication, situational awareness, decision-making, and teamwork within the monitoring operations.

Team Collaboration & Customer Focus

• Cross-Functional Communication: Foster clear and consistent communication between monitoring operations and other departments, ensuring a unified, customer-centric approach.
• Customer Expectation Alignment: Collaborate with Sales and Transition & Implementation teams to thoroughly understand and meet customer monitoring expectations.
• Operational Knowledge Sharing: Train operations teams on specialized response protocols and keep them informed of program updates and changes.
• Technology & Service Expertise: Maintain a deep understanding of Cargo Signal's hardware, software, and service offerings, providing valuable feedback for continuous improvement.

Process Development and Implementation

• Scalable Process Design: Work with leadership to streamline monitoring workflows, identify inefficiencies, and implement scalable, efficient solutions.
• Policy & Procedure Development: Work with leadership to implement monitoring policies, procedures, and best practices to optimize performance in a 24/7 environment.
• Customer-Centric Process Implementation: Implement, review, and adjust processes to comprehensively address customer needs related to alert monitoring and emergency response.
• SOP Management: Partner with Business Operations to review and refine customer-specific SOPs, ensuring clarity and accuracy. Create, validate, and maintain customer profiles, select appropriate alert rules within the Cargo Signal platform, and manage escalation contact lists.

Qualifications

Knowledge:

• Personal and professional alignment with Cargo Signal culture and critical success factors.
• Experience in a logistics or security Command Center environment.
• Strong organization, communication, and execution capabilities.
• Experienced problem solver, strong collaborator, and able to provide clarity around complex topics.
• Proven customer service skills.
• Proven ability to analyze data and generate actionable insights.
• Strong understanding of security and incident response protocols.
• Excellent communication and collaboration skills.
• Ability to thrive in a fast-paced, 24/7 operational environment.
• Strong technical aptitude, and the ability to learn new systems quickly.
• Must have strong understanding of logistics functions (Air, Ocean, Trucking, Distribution, Risk Management).
• Understanding of security equipment used, such as: Cargo Signal platform, GPS trackers, and cellular networks.
• Familiarity with emergency/ incident response protocols and processes.
• Complete understanding of maps and global addresses and communication.
• Three years of proven experience in logistics operations.
• Two years of supply chain security experience.

Skills:

• Effective interpersonal skills, including proven abilities to listen, comprehend, effectively communicate clearly and concisely to obtain positive results.
• Strong organizational skills.
• Good computer skills (Outlook, Excel, Word, PowerPoint, Zoom).
• Fluent in English (required) – Additional language skills (preferred).

Behaviors:

• Positive and willing-to-help attitude. Brings the best out in people.
• Lead by example; self-driven toward quality work and to always be learning.
• Aptitude for resolute questioning to find the root cause when given incomplete information.
• Proactive research or clarification on anything they don’t understand.
• Sense of urgency.
• Proactive situational awareness.
• Quality-Obsessed approach to timely and accurate information.
• Exude company’s 10 cultural attributes: Appearance, Attitude, Confidence, Curiosity, Excellence, Integrity, Pride, Resolute, Sense of Humor, and Visionary
• Respect for global regulatory compliance procedures and integrity to always uphold them.
• Puts the team ahead of self.
• Cares deeply about the successes and job satisfaction for themselves and their team members.

Education and Experience:

• High School Diploma or GED (required) / Any one of: AA, AS, BA, BS Degrees (desired)
• Mid-career experience in a security or logistics role
• Supervisory experience with hiring, direct reports, conducting reviews, etc. (preferred)
• Experience training or teaching with proven results (required)
• Security/military/law enforcement background a plus
• Experience communicating with service provider contacts; including drivers, warehouse agents and dispatchers.
• Experience communicating with security and/or law enforcement.
• Knowledge of transportation routing and balancing capability and cost vs. customer service requirements.
• EI Leadership / EI Supervisor / Change Management / IATA Certification (desired)
• Supply Chain Security Certification + Dangerous Goods Certification (will be assigned if not yet acquired)