Manager - Forwarding Operations (Integration)

Job Title

Location

Integration Specialist/Expert

Key Responsibilities:

• 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.

Requirements:

• Bachelor's degree in Computer Science, Information Systems, Business, or a related field (or equivalent experience).
• Experience in a support, technical onboarding, or integration-related role.
• Strong understanding of data exchange protocols (e.g., EDI, API, XML, JSON, SFTP).
• Excellent problem-solving skills and ability to troubleshoot independently.
• Strong communication and client-facing skills with a focus on clarity and patience.
• Familiarity with ticketing systems (e.g., Zendesk, Jira, ServiceNow) and CRM tools.
• Ability to multitask and manage multiple customer integrations simultaneously.
• Team-oriented mindset and collaborative approach to solving complex problems.

Preferred Qualifications:

• Experience in SaaS, logistics, fintech, or enterprise software environments.
• Knowledge of integration platforms, middleware, or ERP systems.
• Basic scripting or SQL knowledge is a plus.
• Exposure to Freight Forwarding/ Logistics business

What We Offer:

• A collaborative and supportive team culture.
• Opportunities for career growth and learning.
• Flexible work environment (hybrid or remote options).
• Competitive compensation and benefits package.