Manager - Forwarding Operations - Global Service Centre

Job Description

• Serve as the main liaison for business stakeholder post-project delivery to support successful operational integration.
• Monitor, troubleshoot, and resolve / drive resolution with technical, operational, business teams (e.g., API, EDI, file-based interfaces) related to customer systems.
• Provide documentation, training, and guidance to ensure operational teams can maintain integrations independently.
• Coordinate internally with development, product, and customer success teams to address escalations or configuration changes.
• Track integration stability and performance to ensure ongoing reliability and compliance with SLAs.
• Maintain clear records of support activities, customer communications, and technical findings in ticketing or CRM systems.
• Recommend process improvements based on recurring issues or feedback from customers.
• Support new feature rollouts or version upgrades that impact integrated customers.
• Drive change requests through project management end to end
• Maintain a knowledge base and support materials to assist customers with common issues or questions.

Skills Required

Project Management, Edi, Api, Crm Systems