Head of TCO NAM

Summary:

The Head of TCO is a pivotal role in MCL's transformation strategy, responsible for driving seamless collaboration between Technology, Operations, and Customer Engagement teams. This role ensures end-to-end accountability for a designated customer segment or region, aligning with MCL's vision of delivering efficient, scalable, and competitive solutions. The Node/Squad Leader oversees a dedicated team, including Emerging Leaders and team members, to achieve operational excellence, customer satisfaction, and innovative technology solutions while minimizing hand-offs and ensuring continuity.

The TCO Leader is expected to represent MCL at the highest level, engaging with clients' Technology and Business executives, such as CIOs, CEOs, and CTOs, while also managing daily interactions with Internal Operations Regional Heads. Simultaneously, they must maintain alignment with other TCO leaders to ensure the entire TCO organization adheres to a standardized Way of Working (WoW) across all nodes and squads. This alignment is critical to the success and scalability of the model.

Key Responsibilities:

Customer Engagement:

• Act as the primary point of contact for customers throughout the lifecycle, from sales to post-implementation BAU and support.
• Develop a deep understanding of customer needs, industry-specific challenges, and operational pain points.

Operational Oversight:

• Oversee the implementation of technology and operations solutions tailored to customer requirements.
• Ensure compliance with agreed timelines, budget constraints, and performance benchmarks.

Technology Collaboration:

• Facilitate effective communication and collaboration between the technology teams (local and global) and the customer.
• Drive the integration of innovative, configurable solutions that address customer pain points efficiently.

Team Leadership:

• Manage a small, focused team (node) consisting of Emerging Leaders and subject matter experts (SMEs) across operations and technology.
• Foster skill development within the team through training, mentorship, and knowledge transfer.

Accountability & Reporting:

• Maintain ownership of key deliverables, including customer satisfaction (CSAT), project timeline accuracy, and cost-efficiency metrics.
• Regularly report progress, challenges, and solutions to regional and global leadership.

Continuous Improvement:

• Identify opportunities for process standardization and optimization to reduce operational complexity and costs.
• Work closely with other nodes/squads to share best practices and ensure alignment with organizational goals.

Strategic Planning:

• Align resource allocation with the customer's business demands and forecast future needs to ensure capacity is always available.

• Provide inputs for budgeting and strategic decision-making processes.

Skills and Qualifications:

Domain Expertise:

• Strong knowledge of operations (e.g., fulfillment, cross-docking, cold chain logistics).
• Familiarity with customer verticals such as footwear, apparel, FMCG, etc.
• Proficiency in relevant technology systems (e.g., WMS, ERP, API/EDI integration).

Leadership Skills:

• Experience managing cross-functional teams and facilitating collaboration between diverse stakeholders.
• Strong interpersonal and negotiation skills to handle customer and internal team interactions effectively.

Technical Acumen:

• Ability to understand and translate technical requirements into actionable solutions.
• Hands-on experience in project management and technology implementation.

Problem Solving & Adaptability:

• Proactive problem-solving skills to address customer-specific and operational challenges.
• Flexibility to adapt to changing priorities and emerging business needs.

Metrics-Driven:

• Competency in tracking and delivering on KPIs, including CSAT, project timelines, cost improvements, and resource utilization.

Performance Metrics:

Customer Outcomes:

• Customer Satisfaction Score (CSAT).
• Timely delivery of change requests and support resolutions.

Operational Efficiency:

• Reduction in project hand-offs.
• Improved accuracy and efficiency in project delivery timelines.

Team Development:

• Knowledge transfer and upskilling of Emerging Leaders and team members.
• Development of a self-sufficient node capable of handling tiered customer demands.

This role forms a critical bridge between the technology, operations, and customer-facing teams, ensuring that MCL can meet and exceed customer expectations while maintaining scalability and cost efficiency.

Company Benefits:

Medical
Dental
Vision
401k + Company Match
Employee Assistance Program
Paid Time Off
Flexible Work Schedules (when possible)
And more!

Pay Range:

$190,000-$200,000

*The above stated pay range is the anticipated starting salary range for the position. The Company may adjust this range in light of prevailing market conditions and other factors such as location. The Company will work directly with the selected candidate(s) on the final starting salary in accordance with all applicable laws.

You must be authorized to work for any employer in the U.S.

Performance Team is committed to a diverse and inclusive workplace, and we embrace different styles of thinking. Performance Team is an equal opportunities employer and welcomes applicants without regard to race, color, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, pregnancy or parental leave,veteran status, gender identity, genetic information, or any other characteristic protected by applicable law. We will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.

We are happy to support your need for any adjustments during the application and hiring process. If you need special assistance or accommodation to use our website, apply for a position, or perform a job, please email us at accommodationrequests@maersk.com