New

Senior Manager, BPO & Shared Services

AIT Worldwide Logistics, INC.

parental leave, sick time, tuition reimbursement, 401(k)

United States, Illinois, Itasca

2 Pierce Place (Show on map)

Mar 06, 2026

Senior Manager, BPO & Shared Services

2026-6875

Position Type

Regular Full-Time

Introduction

Join us at AIT, where we believe every day presents an opportunity to make a global impact!

We're problem solvers, driven by our curiosity and creativity, in endless pursuit of solutions for our customers. Together, we champion the strength of our global teams. And, as trusted advisors, we go above and beyond, working together in a supportive and collaborative environment to ensure customer satisfaction.

Through the company's continued growth, we challenge ourselves to be better, continuously learning and growing in our dynamic environment. Helping others is at the core of our culture, join us in finding fulfillment by giving back to our local communities as the united team that is AIT. Find out what our people deliver. means when you come move the world with us! Hear directly from our teammates at AIT Worldwide Logistics and make us the next stop on your career journey.

Overview

The Senior Manager, Business Process Optimization (BPO) & Shared Services leads a global team responsible for the strategy, governance, and performance of outsourced freight back office operations. This role provides senior leadership across multiple vendors and regions, ensuring the end to end execution of export/import documentation, bookings, confirmations, milestone management, tracking, and exception resolution with consistent SLA attainment, operational reliability, and service excellence.As a strategic partner across internal teams and external providers, the role reinforces governance, aligns outsourced operations with supply chain priorities, and ensures sharedservice capabilities mature in step with organizational growth and resilience.

Responsibilities

Vendor and Partner Governance:
* Manages strategic relationships with BPO partners and service providers, ensuring alignment with contractual obligations and performance expectations. Conduct regular business reviews, performance assessments, and improvement planning with vendors.
* Strengthen governance frameworks to ensure transparency, compliance, and operational discipline.

Continuous Improvement:
* Prioritize processes and identify redundancies in processes that can remove waste and reduce costs.
* Lead Kaizen events; map processes (SIPOC, value stream), remove waste, standardize handoffs.
* Partner with Automation & AI Analyst/RPA (if available) to target high volume, rule based activities.
Core Task and SLA & Throughout Management
* Oversees and define daily production plans, queue priorities, and staffing rosters across BPO teams.
* Manages and monitors cycle times for bookings, HAWB/MAWB creation, arrival notices, pre alerts, and milestone updates. (all agreed outsourced functions and tasks) with all BPO teams.
* Run daily stand ups; publish EOD performance dashboards.
Process Governance
* Manages a close alignment with both Global Compliance Teams and Global Quality Teams to ensure they are on target.
* Implement standard input templates (e.g., carrier booking forms, shipper instructions) to reduce rework.
* Ensure data integrity in TMS/ERP (e.g., Cargowise)
* Keeps up to date with global compliance ensuring the teams are aware of compliance changes.
* Tracks whether operational teams are meeting global standards and regulatory requirements.
* Identifies gaps early and drives corrective actions.
* Ensures audits, KPIs, and quality metrics stay on target.
Exception & Escalation Handling:
* Manage internal & external Customer escalations with BPO teams, support internal escalations impacting service delivery, demurrage/detention risks. Etc.
Operate tiered escalation paths with carriers, brokers, and origin/destination operations.
Leadership and Team Management:
Lead, mentor, and develop a global team responsible for outsourced freight back office operations.
Set performance expectations, build capability, and foster a culture of accountability, continuous improvement, and operational excellence.
Ensure effective resource planning and talent development to support evolving business needs.
Performs other duties as assigned
Complies with all policies and standards
The wage range for this position is $96,980.00-$145,480.00 and may vary based on geography as well as relative knowledge, skills, abilities, and experience

Qualifications

Education
* Bachelor's Degree in supply chain management, business administration, logistics, or a related field (required)
* Master's Degree with vendor governance and enterprise-level process ownership (preferred)

Experience
* 10+ years years of work experience in process improvement, operations, or a related function (required)
* 5+ years in a leadership or people-management role (required) and
* 2+ years work experience in global operations (required)

Knowledge, Skills, and Abilities
* Strong background in SLA governance, performance management, and vendor relationship management High
* Strong work experience with end-to-end process improvement High
* Must have strong leadership and communication skills High
* Specialize systems knowledge such as Cargowise Medium
* Knowledge of global compliance and regulations Medium
* Microsoft Office Medium
* Power BI Medium
* Ability to translate complex processes into clear, simple language Medium

What AIT Can Offer You

In addition to your base compensation, you may be eligible for a bonus based on achievement of business and/or individual performance metrics (dependent on position). Benefits offered include Medical, Prescription, Health Savings Account, Flexible Spending Accounts, Dental, Vision, Life, AD&D, Disability, Supplemental Health, Employee Support, Paid Parental Leave, Pet Insurance, 401(k) and Tuition Reimbursement. In addition, teammates may be eligible for up to 10 to 20 days of vacation (depending on tenure), 2 personal days, 1 floating holiday, 5 sick days, 5 volunteer hours, and 6 company holidays (plus Veterans Day for Veterans) annually.

About AIT Worldwide

AIT Worldwide Logistics is a global freight forwarder that helps companies grow by expanding access to markets all over the world where they can sell and/or procure their raw materials, components and finished goods. For more than 40 years, the Chicago-based supply chain solutions leader has relied on a consultative approach to build a global network and trusted partnerships in nearly every industry, including aerospace, automotive, consumer retail, energy, food, government, high-tech, industrial, life sciences and marine. Backed by scalable, user-friendly technology, AIT's flexible business model customizes door-to-door deliveries via sea, air, ground and rail-on time and on budget. With expert teammates staffing more than 150 worldwide locations in Asia, Europe and North America, AIT's full-service options also include customs clearance, warehouse management and white glove services.

AIT Worldwide Logistics is an Equal Opportunity Employer - M/F/Veterans/Disabled. If you are unable to apply online due to a disability, contact Human Resources at 630-766-8300 ext 5218.