Command Center Monitoring Supervisor

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{
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        "jobDescription": {
          "text": "<p>&#xa0;</p><p>&#xa0;</p><p>A Cargo Signal Operations Lead is expected to be a highly regarded expert in Command Center Operations.&#xa0; With a bias for action, dedication to continuous improvement, and a commitment to delivering exceptional customer service.</p><p>&#xa0;</p><p><strong>Operational Excellence &amp; Quality Assurance</strong></p><ul><li>Proactive Monitoring &amp; Escalation: Respond to alerts and provide expert support in&#xa0;critical escalations, ensuring timely and effective resolution. Serve as on‑call support for high‑severity incidents..</li></ul><ul><li>Quality Assurance: Regularly review Command Center monitoring activities and incident&#xa0;reports to identify root cause for errors and actionable insights and recommend corrective&#xa0;actions.&#xa0;</li></ul><ul><li>Training &amp; Development: Assist in create training material and exercises to equip Command Center with the skills needed for effective alert response.&#xa0;</li></ul><ul><li>Process Optimization: Implement strategies to improve communication, situational&#xa0;awareness, decision-making, and teamwork within the monitoring operations.&#xa0;</li></ul><p><br>\n<strong>Team Collaboration &amp; Customer Focus</strong></p><ul><li>Cross-Functional Communication: Foster clear and consistent communication between&#xa0;monitoring operations and other departments, ensuring a unified, customer-centric&#xa0;approach.&#xa0;</li></ul><ul><li>Customer Expectation Alignment: Collaborate with Sales and Transition &amp;&#xa0;Implementation teams to thoroughly understand and meet customer monitoring&#xa0;expectations.</li></ul><ul><li>Operational Knowledge Sharing: Train operations teams on specialized response&#xa0;protocols and keep them informed of program updates and changes.&#xa0;</li></ul><ul><li>Technology &amp; Service Expertise: Maintain a deep understanding of Cargo Signal's&#xa0;hardware, software, and service offerings, providing valuable feedback for continuous&#xa0;improvement.&#xa0;</li></ul><p><br>\n<strong>Process Development and Implementation&#xa0;</strong></p><ul><li>Scalable Process Design: Work with leadership to streamline monitoring workflows,&#xa0;identify inefficiencies, and implement scalable, efficient solutions.&#xa0;</li></ul><ul><li>Policy &amp; Procedure Development: Work with leadership to implement monitoring&#xa0;policies, procedures, and best practices to optimize performance in a 24/7 environment.&#xa0;</li></ul><ul><li>Customer-Centric Process Implementation: Implement, review, and adjust processes to&#xa0;comprehensively address customer needs related to alert monitoring and emergency&#xa0;response.&#xa0;</li></ul><ul><li>SOP Management: Partner with Business Operations to review and refine customer-specific&#xa0;SOPs, ensuring clarity and accuracy. Create, validate, and maintain customer&#xa0;profiles, select appropriate alert rules within the Cargo Signal platform, and manage&#xa0;escalation contact lists.&#xa0;</li></ul>",
          "title": "Job Description"
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        "qualifications": {
          "text": "<p>&#xa0;</p><p>&#xa0;</p><p><strong>Knowledge:</strong></p><ul><li>Personal and professional alignment with Cargo Signal culture and critical success factors.</li><li>Experience in a logistics or security Command Center environment.</li><li>Strong organization, communication, and execution capabilities.</li><li>Experienced problem solver, strong collaborator, and able to provide clarity around complex topics.</li><li>Proven customer service skills.</li><li>Proven ability to analyze data and generate actionable insights.</li><li>Strong understanding of security and incident response protocols.</li><li>Excellent communication and collaboration skills.</li><li>Ability to thrive in a fast-paced, 24/7 operational environment.</li><li>Strong technical aptitude, and the ability to learn new systems quickly.</li><li>Must have strong understanding of logistics functions (Air, Ocean, Trucking, Distribution, Risk Management).&#xa0;</li><li>Understanding of security equipment used, such as: Cargo Signal platform, GPS trackers, and cellular networks.</li><li>Familiarity with emergency/ incident response protocols and processes.</li><li>Complete understanding of maps and global addresses and communication.</li><li>Three years of proven experience in logistics operations.</li><li>Two years of supply chain security experience.</li></ul><p>&#xa0;</p><p><strong>Skills:</strong></p><ul><li>Effective interpersonal skills, including proven abilities to listen, comprehend, effectively communicate clearly and concisely to obtain positive results.</li><li>Strong organizational skills.</li><li>Good computer skills (Outlook, Excel, Word, PowerPoint, Zoom).</li><li>Fluent in English (required) – Additional language skills (preferred).</li></ul><p>&#xa0;</p><p><strong>&#xa0;Behaviors:</strong></p><ul><li>Positive and willing-to-help attitude.&#xa0; Brings the best out in people.</li><li>Lead by example; self-driven toward quality work and to always be learning.</li><li>Aptitude for resolute questioning to find the root cause when given incomplete information.</li><li>Proactive research or clarification on anything they don’t understand.</li><li>Sense of urgency.</li><li>Proactive situational awareness.</li><li>Quality-Obsessed approach to timely and accurate information.</li><li>Exude company’s 10 cultural attributes:&#xa0;Appearance, Attitude, Confidence, Curiosity, Excellence, Integrity, Pride, Resolute, Sense of Humor, and Visionary</li></ul><ul><li>Respect for global regulatory compliance procedures and integrity to always uphold them.</li><li>Puts the team ahead of self.</li><li>Cares deeply about the successes and job satisfaction for themselves and their team members.</li></ul><p><strong>Education and Experience:</strong></p><ul><li>High School Diploma or GED (required) / Any one of: AA, AS, BA, BS Degrees (<em>desired</em>)</li><li>Mid-career experience in a security or logistics role</li><li>Supervisory experience with hiring, direct reports, conducting reviews, etc. (<em>preferred</em>)</li><li>Experience training or teaching with proven results (<em>required</em>)</li><li>Security/military/law enforcement background a plus</li><li>Experience communicating with service provider contacts; including drivers, warehouse agents and dispatchers.</li><li>Experience communicating with security and/or law enforcement.</li><li>Knowledge of transportation routing and balancing capability and cost vs. customer service requirements.</li><li>EI Leadership / EI Supervisor / Change Management / IATA Certification (<em>desired</em>)</li><li>Supply Chain Security Certification + Dangerous Goods Certification (<em>will be assigned if not yet acquired</em>)</li></ul>",
          "title": "Qualifications"
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        "companyDescription": {
          "text": "<p>Expeditors is a global logistics company headquartered in Seattle, Washington. A&#xa0;Fortune 500 company, Expeditors&#xa0;employs over 15,000 trained professionals in a worldwide network of over 250 locations across six continents. Expeditors satisfies the increasingly sophisticated needs of international trade through customized solutions and seamless, integrated information systems.<br>\n<br>\nCargo Signal, a wholly-owned subsidiary of Expeditors, offers global control and oversight of the location and condition of products moving through the supply chain. Through active, real-time monitoring using advanced cargo sensors, our team of security and logistics professionals keeps an eye on shipments in transit and takes steps to respond based on customer priorities.</p>",
          "title": "Company Description"
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        "additionalInformation": {
          "text": "<p>Candidate may elect to work at one of the following Cargo Signal office locations:</p><ul><li>Federal Way, WA</li><li>Seattle, WA</li><li>Bellevue, WA</li><li>Lynnwood, WA</li></ul><p><strong>Expected base salary:&#xa0;&#xa0;</strong>$95,000-$110,000</p><p><strong>Cargo Signal is a 24/7/365 operation. Weekend, holiday, and evening work may be required.&#xa0;</strong></p><p><strong>Offering excellent benefits:</strong></p><ul><li>Paid Vacation (first year prorated based off month of hire then eligible for 15 days)</li><li>Holidays (10)</li><li>Flexible Days (2)</li><li>Paid&#xa0;Sick Time&#xa0;(accrual rate of 1 hour of sick time per 30 hours paid)</li><li>401(k) Retirement Savings Plan with employer match (US Only)</li><li>Employee Stock Purchase Plan (ESPP)</li><li>Medical, Prescription Drug, Dental &amp; Vision Coverage</li><li>Health Savings Account (HSA)</li><li>Life and Disability Insurance</li><li>Paid Parental Leave (additional eligibility criteria)</li><li>Dependent Care Flexible Spending Account (DC FSA)</li><li>Commuter Benefit</li><li>Employee Assistance Program (EAP)</li><li>Training and Personnel Development Program</li><li>Educational Assistance and Reimbursement</li></ul><p>&#xa0;</p><p><strong>Reporting Structure:</strong> Command Center Manager</p><p>&#xa0;</p><p>All your information will be kept confidential according to EEO guidelines.</p><p>&#xa0;</p>",
          "title": "Additional Information"
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