This position is responsible for monitoring and executing the day-to-day operations of the SPL EMEA team. 

Team provides 24 X 7 support for multiple internal and customer support channels providing order fulfillment. This includes coordinating transportation of real-time inventory through multiple organizations and courier networks, investigating service issues, and resolving customer inquiries. 

This position analyzes production, quality, and cost information to identify challenges and provide recommendations for improvement. This position manages others within the department. This position coaches staff on quality to ensure internal and external customer interactions are complete, accurate and professional. He/She develops action plans and works side-by-side with most help needed employees to provide instruction and assistance. This position acts as a point of escalation for other areas within UPS in order to drive improved customer satisfaction and perception. He/She manages operations Supervisors and their teams to ensure proper execution of all the respective tasks within the team. This position makes recommended operational changes (i.e., equipment and staffing) as needed to ensure the work are handled efficiently and service commitments are met. 

Key Responsibilities: 

• Work closely with SPL  EMEA Process Owners  

• Ensure 24/7 service coverage across all internal and customer-facing support channels 

• Monitor and improve SLA, KPI, and performance metrics (e.g., response time, resolution time, service quality) 

• Lead, coach, and develop team members to ensure high performance and engagement 

• Oversee investigation and resolution of service disruptions, shipment delays, and fulfillment issues 

• Drive process improvements to increase efficiency, accuracy, and customer satisfaction 

• Ensure the team adapts effectively to changing business and customer requirements 

Qualifications: 

• Proven experience working in environments with a strong emphasis on efficiency, organization, and task management (UPS experience preferred) 

• Fluent in English with excellent verbal and written communication skills  

• Knowledge of shipping and logistics solutions, and a solution-oriented mindset 

• Highly organized, detail-oriented, and able to manage multiple tasks in a project-driven environment 

• Quick learner with strong follow-through and problem-solving skills 

• Strong collaboration skills and ability to work effectively with internal partners across functions 

• Experience using customer success platforms (e.g., Salesforce) and making data-driven decisions 

• Bachelor’s degree preferred; relevant experience may substitute 

• Experience supervising others - Preferred  

• Experience using Microsoft Office Suite or similar software - Preferred