Manager, International Gateway Operations

Position: Manager, International Gateway Operations

Compensation: $95,000 - 110,000 Annually

Job Description:

The Manager, International Gateway Operations oversees all gateway operations, ensuring strong performance across import and export activities while upholding safety, compliance, and customer service standards. This role leads a multi-shift team and partners closely with local station leadership, the international product team, sales, and overseas offices and agents.

Core Responsibilities & Duties:

• Lead, coach and develop a team of gateway supervisors, lead agents and agents across multiple shifts (import and export)
• Set clear expectations, manage performance, conduct regular 1:1s and support career development for team members
• Build schedules and staffing plans that balance service levels, productivity and cost
• Foster a culture of safety, accountability and continuous improvement
• Oversee day-to-day international air freight operations including breakdown, build-up, documentation, customs coordination and last mile / linehaul handoffs
• Ensure timely customs clearance, recoveries, transfers and departures in line with customer service level agreements (SLAs) and airline cutoffs
• Maintain and enforce standard operating procedures for all gateway activities and ensure they are consistently followed
• Coordinate closely with truckload, LTL and local cartage operations to secure capacity and on-time linehaul connections
• Serve as the primary operational escalation point for key international customers 
• Partner with Customer Experience, Sales and overseas offices to understand customer requirements and align the gateway operation accordingly
• Proactively identify service risks, communicate clearly with stakeholders and drive fast resolution to shipment issues
• Ensure full compliance with all applicable regulations, including TSA, CBP, FDA and other government agencies as required
• Oversee proper use and maintenance of security programs, access control, cargo screening and documentation
• Maintain a safe work environment by enforcing safety policies, conducting regular toolbox talks and addressing hazards promptly
• Drive quality and data integrity, including accurate and timely entry of shipment information, statuses and billing details
• Manage gateway P&L levers at the local level, including labor, overtime, carriers, vendors and other direct operating expenses
• Monitor and improve KPIs such as on-time performance, transit times, file margin, DOE per kilo, damages, claims and rework
• Support billing and rating functions as needed, ensuring that services performed are properly captured and invoiced
• Partner with procurement and product leadership to support carrier and vendor negotiations and to optimize airport handling costs
• Identify operational bottlenecks and lead initiatives to improve throughput, reliability and cost efficiency
• Work closely with the international product team, IT and shared services to drive standardization and better use of core systems
• Support implementation of new customers, products and trade lanes
• Represent gateway interests on cross-functional projects and network optimization initiatives
• Other duties as assigned

Job Requirements & Qualifications:

• 5 years of experience in international air freight forwarding, with at least 2 years in a supervisory or management role in a gateway or similar high-volume operation
• Strong knowledge of international air freight processes, including import, export, consolidation, deconsolidation and customs brokerage
• Working knowledge of TSA, CBP and other relevant regulatory requirements
• Proven leadership skills, with the ability to successfully lead and develop teams across multiple shifts
• Excellent customer service mindset with experience handling complex service escalations
• Strong verbal and written communication skills and the ability to communicate clearly with internal teams, customers, carriers and agents
• Solid computer skills, including Microsoft Office (Word, Excel, Outlook) and freight forwarding / TMS systems
• Strong problem-solving skills and the ability to make sound decisions in a fast-paced environment
• Ability to work under minimal supervision and to prioritize effectively when volumes spike or conditions change
• Proven track record of success in the freight forwarding industry and in managing KPIs and financial targets
• Willingness to work flexible hours, including nights or weekends as needed to support a 24/7/365 operation

What We Offer:

• Competitive base salary and performance-based incentive opportunity
• Paid time off within the first year of employment, plus sick time and holidays
• Company-provided life insurance
• Health, vision and dental insurance options
• Commuter benefit plan
• Optional supplemental life insurance
• 401(k)
• A great place to work with a strong, team-oriented culture

#LI-Onsite #LI-KB1 

Salary : $95,000 - $110,000