Mexico Operations Manager

Who We Are

Arrive Logistics is a leading transportation and technology company in North America, with plans to continue to significantly grow year over year. Our success is a testament to our remarkable team and what we are building together. We’re committed to providing employees with a meaningful work experience and have established an award-winning culture that supports personal and career development in a fun, casual, and collaborative environment. There’s never been a more exciting time to get on board with our rapidly-growing team in Guadalajara, so read on to learn more and apply today!

Who We Want

As the Mexico Operations Manager at Arrive, you will lead the operational execution and strategic management of key cross-border accounts, ensuring service excellence in collaboration with BD and Carrier teams. You will analyze performance data to optimize processes and drive continuous improvement, while overseeing and mentoring a diverse, cross-cultural team. Your role will involve facilitating efficient onboarding processes, developing account growth strategies, and building strong relationships with both internal teams and external customers. Additionally, you will champion a high-performing, collaborative culture within the Guadalajara office, ensuring professionalism and supporting team development to achieve organizational goals.

What You’ll Do

• Collaborate with BD and Carrier teams to deliver exceptional service across key Mexico cross-border accounts.
• Review and analyze account performance data (daily, weekly, monthly) to monitor KPIs, optimize processes, and share key insights with customer base.
• Lead continuous improvement efforts within account operations to enhance efficiency and customer satisfaction and drive overall customer growth.
• Coordinate with operational support teams (e.g., Border Operations) to ensure smooth transit and 24/7 service coverage.
• Audit the team load board, ensuring proper appointment scheduling, shipment tracking, and pricing and offer management.
• Assist with managing accounts receivable and aging to limit invoicing issues and manage DSOs.
• Serve as a point of escalation for operational challenges, working with internal teams to resolve issues promptly.
• Provide feedback to technology teams to improve systems and tools that support Mexico operations.
• Ensure that all customer requests and operational issues are addressed in a timely manner and that appropriate follow-up is also actioned.
• Lead by example as a player-coach, actively participating in day-to-day operations and stepping in to handle tasks when needed to ensure team success and maintain operational excellence.
• Help oversee and manage Account Coordinators, Associates, Specialists, Advisors, and Team Leads within the Mexico Operations Team, including onboarding, coaching, and performance management.
• Host regular 1:1 meetings with Team Leads and direct reports to review account and team performance, discuss progress, address challenges, and provide coaching on areas for improvement and needed support.
• Conduct quarterly career development conversations with the Team Lead and direct reports to discuss career growth, opportunities, strengths, areas for improvement, and goal setting.
• Partner with Employee Success to identify early talent, assess flight risks, and evaluate the effort and performance metrics of direct reports.
• Assign stretch projects or tasks to direct reports to foster engagement and create developmental opportunities.
• Act as hiring manager for open roles on the Operations team and help identify internal talent pipelines.
• Champion organizational changes, clearly communicating the reasons behind them, promoting a positive outlook within the team, and driving accountability with overall adoption.
• Ensure all team members maintain a high level of professionalism, intervening when necessary.
• Cultivate a high-performing, collaborative, and positive team culture within the Guadalajara office.
• Partner with BD and sales teams to develop and implement strategies for growing key accounts.
• Serve as a cross-border logistics expert, building strong relationships with internal teams and external customers.
• Partner with Implementation Manager to facilitate an efficient and accurate onboarding process that gives Arrive a competitive advantage.
• Travel as needed to engage with customers, educating them on cross-border services and building trust.
• Provide operational feedback to BD Reps and Pricing teams for incumbent business to ensure alignment with customer requirements and competitive rates.

Qualifications

• Fluency in Spanish and English.
• 6+ years minimum of previous experience in Operations or Account Management at a 3PL.
• 4+ years minimum focusing on Cross-Border Mexico.
• 2+ years of people management experience.
• Proven track record of exceeding performance goals in all freight markets.
• Strong collaboration with other departments.
• Exceptional communication and interpersonal skills, both written and verbal.
• Able to work collaboratively and cross-functionally with other team members to achieve results.
• Proficient in the Microsoft Office suite; you can conduct analysis and create presentations independently.
• Prior experience working in a 3PL (third-party logistics) company, with a strong understanding of supply chain operations, logistics management, and client relationship building.

The Perks of Working With Us

• Take advantage of our benefits including monthly grocery vouchers, vacation days, savings fund, medical insurance (including dental and vision plans), and more.
• Leave the suit and tie at home; our dress code is casual.
• Enjoy office-wide engagement activities, team events, happy hours, and more!
• Work in our new Guadalajara office located in Torre 1500 (Av. Americas 1254) within the plaza, you'll find cafes and a wide variety of local restaurants.
• Start your morning with free coffee!
• Maximize your wellness with free counseling sessions through our Employee Assistance Program.
• Get paid to work with your friends through our Referral Program!

Your Arrive Experience

Our award-winning company culture is designed with you in mind. We are committed to supporting your personal and professional growth and making Arrive a place we all love to work.

Notice:

To ensure a safe and transparent interview process, we want to note that Arrive Logistics adheres to strict recruitment practices. Candidates undergo an interview process, and Arrive Logistics does not provide unsolicited job offers. If you have concerns about receiving a fraudulent offer, please contact talentacquisition@arrivelogistics.com for verification.