C.H. Robinson is currently seeking a Manager- Product Support to join the logistics team in Australia. As the Manager- Product Support, you will oversee product enhancement initiatives, escalation of reported issues and streamlining of processes that improve customer and internal user experience to create efficiencies, adoption, and promotion of the product. The Manager Product Support will possess excellent organization, leadership, talent development, customer service, and relationship building skills to be successful in this very demanding position. **DUTIES AND RESPONSIBILITIES** The duties and responsibilities of this position consists of, but are not limited to, the following: **Responsibilities:** + Works with product leadership to define and execute product goals and strategic vision + Oversees both Melbourne and Sydney company warehouses and managers ensuring operational compliance + Drives results of the 3PL warehouses in line with customers SLA’s and KPI’s + Evaluates and prioritizes internal and external user feedback ensuring customer satisfaction + Collaborates with the broader ILS and business, ensuring weekly, monthly and quarterly reporting is provided + Drives product growth both AGP and yield management + Drives operational excellence between Commercial, Operational and Customers + Oversees and executes implementation and roll out of new services, process changes and WMS system enhancements + Collaborates with Implementation team leadership on commercial and product objectives + Acts as escalation point with team members when troubleshooting Warehousing operational issues + Oversees and develops product training materials in conjunction with IT, training, and L&D resources + Online user instruction tools + Customer user manual + Supports training resources (ILS training, Implementation) and provides user training on an ad-hoc basis when needed + Engages with ILS teams to share knowledge, develop best practices, and integrate with standard operating processes + Performs systems demos to support implementation and sales teams + Collaborates with regional product Development leaders to exchange ideas, capture feedback, and share best practices + Supports Implementation teams as a consulting SME when on-boarding new business **​** **Talent Leadership** + Manages annual merit and equity programs for assigned team to align compensation with performance results + Builds a deep understanding of the skills and abilities of team + Aligns team’s passion with their potential and commits to consistently providing feedback, development opportunities, offer continuous training opportunities, and recognition + Provides individualized coaching plans for direct reports and host semi-annual Talent (performance) reviews + Encourages employee feedback through formal and informal channels. Acknowledges and takes action on feedback to drive a trusting culture of open two-way communication, inclusivity and continuous improvement + Promotes a culture and working environment that embraces growth and development to meet the needs of our employees and customers, resulting in higher employee engagement and overall customer satisfaction + Instills professionalism, ensure adherence to policy and procedures, and encourage consistency of process **QUALIFICATIONS** Required: + High School Diploma or Graduate/ Equivalent degree + Minimum 5 years of operations experience working in purchase order management applications + Minimum 5 years of Global Forwarding operations experience + Minimum 3 years of project management and or new business implementation experience + Ability to travel (domestically and internationally) Preferred: + Bachelor’s degree from an accredited college or university + Proven ability and willingness to quickly learn new custom applications + Demonstrated leadership, critical thinking, negotiation, facilitation, consulting, problem solving, decision-making, strategic and analytical skills + Strong facilitator; adept at running meetings with end users, soliciting, and managing business requirements, and balancing priorities + Self-starter and able to work with minimal direction + Knowledge of transportation management systems + Experience with Scrum or other Agile methodologies + Time management and organizational skills + High emotional intelligence, situational leadership, and coaching techniques + Excellent written & verbal communication skills + Understanding of financial statements and key performance metrics + Track record of building strong customer relationships + Values a diverse and inclusive work environment **Disclaimer:** + This job description is intended to generally describe the nature and level of work to be performed by employees in this position. It is not intended to be construed as an exhaustive list of all responsibilities and skills required of employees performing this role. **Benefits** At C.H. Robinson Oceania, we are a proud Equal Opportunity employer offering flexible work to support a work/life balance along with offering a broad range of career development opportunities. We have an experienced and passionate team who work collaboratively to deliver smarter solutions for our clients. Employees have access to our well regarded, confidential Employee Assistance Program. Our Robinson Cares program allows our employees to give back to the community. **Why Do You Belong at C.H. Robinson?** C.H. Robinson solves logistics problems for companies across the globe and across industries, from the simple to the most complex. With $22 billion in freight under management and 19 million shipments annually, we are one of the world’s largest logistics platforms and rank in the FORTUNE 200. We’ve been an innovator in logistics for over 100 years. Our global suite of services accelerates trade to seamlessly deliver the products and goods that drive the world’s economy. With the combination of our multimodal transportation management system and expertise, we use our information advantage to deliver smarter solutions for more than 90,000 customers and 450,000 contract carriers on our platform. Our technology is built by and for supply chain experts to bring faster, more meaningful improvements to our customers’ businesses. As a responsible global citizen, we contribute millions of dollars to support causes that matter to us and our people. FORTUNE has named C.H. Robinson one of the World’s Most Admired Companies 2024, showcasing our position as a leader in our industry. Our commitment to excellence is further affirmed by being named a Great Place to Work 2023-24 by the Great Place to Work Institute, one of Forbes’ Best Employers for Diversity and one of America’s Greatest Workplaces in 2023 by Newsweek. Join us as we collaborate, innovate, and work as one global team to make life better and more sustainable for our customers, communities, and world. For more information, visit us at www.chrobinson.com .