Director, Service Excellence & Enablement

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October 29

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Forto

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Logistics • Transportation • SaaS

Forto is a logistics management platform that simplifies and enhances the shipping experience for businesses by offering services such as sea freight, air freight, rail freight, and various additional services. The company utilizes advanced technology and AI to provide efficient, transparent, and sustainable transport solutions, aiming to improve customer service through superior data quality and extensive support. Forto is committed to sustainability with initiatives like biofuel solutions and ocean plastic prevention, making it a reliable partner in international freight and supply chain management.

501 - 1000 employees

Founded 2016

☁️ SaaS

📋 Description

• Shape how Forto delivers operational excellence and exceptional customer experiences. • Design the frameworks, governance, and enablement strategies that drive consistent, high-quality execution across Operations. • Lead Forto’s Operational & Service Excellence framework to elevate execution quality, customer service, and decision-making. • Own performance standards definitions, KPIs, and governance structures that align Operations with strategic goals. • Design and scale enablement programs that strengthen commercial awareness, solution delivery, and customer experience. • Lead the Ops Enablement Team, setting vision, goals, and processes for change management, process documentation, and product feedback. • Partner with Rewards and Operations Leadership to design incentive structures that align operational behavior with business outcomes. • Leverage AI and automation to streamline training, documentation, and process design. • Identify and drive the adoption of operational best practices to foster a culture of continuous improvement. • Lead the governance cadence for operational performance review and cross-functional alignment. • Act as a strategic advisor to senior leaders, shaping operational strategies and ensuring effective implementation across regions.

🎯 Requirements

• 10+ years in consulting or senior operational/strategy leadership in logistics, supply chain, or freight forwarding. • Proven success defining and scaling operational governance, performance, or CX frameworks. • Strong analytical and data-driven mindset, comfortable with complex operational metrics. • Strategic, structured thinker with the ability to translate vision into actionable frameworks. • Skilled at influencing and aligning stakeholders across functions and regions. • Experience in logistics or freight forwarding is strongly preferred. • Proven team leadership—able to build, scale, and inspire high-performing teams. • Excellent communication and storytelling skills to drive engagement and adoption.

🏖️ Benefits

• We value efficient systems and swift, direct communication • Celebrating diverse perspectives