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Founding Global Operations Manager
Track & Trace, Customer Operations & Carrier Support (Thailand)
About Guided Imports
Guided Imports is a freight forwarding company focused on moving cargo from China to the United States. We support importers with end-to-end coordination, shipment visibility, and problem-solving across international logistics workflows.
As we expand our operations footprint, we are building a core operations team in Thailand, with longer-term plans to support additional trade lanes out of Southeast Asia.
Role Overview
This is a founding operations leadership role responsible for owning shipment visibility, tracking, and customer communication across active shipments, with a clear path into broader operations leadership.
From the start, this role carries real operational ownership. You will be responsible for how shipments are tracked, how customers are updated, and how issues are handled across the shipment lifecycle. Our processes and systems are still evolving, and you will play a direct role in shaping how Track & Trace, customer operations, and support teams function as the business scales.
The role is designed to grow beyond Track & Trace. Over time, it is expected to expand into managing and building support teams in Thailand that cover both Asia-based operations and U.S.-facing workflows, including carrier support and U.S. domestic trucking coordination.
This role is best suited for someone who already understands freight forwarding fundamentals, is comfortable taking ownership early, making decisions independently, and bringing structure to complex, multi-time-zone operations.
What you'll be doing (Initial Phase)
In the initial phase, you will take ownership of shipment tracking and customer communication for a defined set of shipments. You'll work closely with the founder and existing teams to understand current workflows, but you are expected to actively manage day-to-day operations, not simply observe them.
You will identify breakdowns in shipment ownership, tracking visibility, and customer communication, and implement practical improvements to ensure shipments are consistently monitored and customers are proactively informed.
This phase is intentionally hands-on. A key goal of this role is to reduce dependency on the founder for routine operational decisions and customer-related issues.
How the Role Evolves
As the operating model matures, this role expands into owning Track & Trace and customer-facing operations more broadly, including team structure, coverage models, and performance standards.
You will play a key role in building and managing support teams in Thailand that cover:
Over time, this role is expected to expand into overseeing Carrier Support and U.S. domestic trucking coordination, including drayage, FTL, and LTL operations for Guided Freight, as well as Phase 2 Track & Trace for Guided Imports.
This role is intended to become a central operations leadership position, responsible for ensuring continuity, coverage, and quality as the company scales.
Key Responsibilities:
Operational Visibility & Reporting:
This role is responsible for maintaining clear operational visibility for company leadership. You will be expected to define, track, and regularly report on key operational metrics related to Track & Trace, customer communication, and support coverage.
Reporting is intended to ensure accountability, highlight risks early, and support decision-making, not to create unnecessary administrative overhead. Metrics may evolve over time, but are expected to include areas such as shipment status coverage, response timeliness, exception handling, and team workload or capacity.
You will work with company leadership to determine what information is most useful, and are expected to proactively surface trends, bottlenecks, or risks as operations scale.
Who This Role is For
This role is intended for someone with prior freight forwarding or logistics operations experience who understands international shipping workflows and does not need to be taught the basics of how freight moves.
You should be comfortable communicating in professional, fluent English (written and spoken) and capable of handling customer conversations directly.
You are comfortable taking ownership in an evolving environment, making operational decisions, and being accountable for outcomes. While formal people management experience is helpful, what matters most is demonstrated experience owning operations, managing complexity, and keeping systems running under pressure.
This role is well suited for someone who wants to grow into managing multi-team, multi-region operations across regions, rather than remaining in a narrowly scoped individual contributor role.
You should be comfortable operating in a role that spans multiple time zones and supporting teams that cover both Asia-based and U.S.-facing operations. While this is not a strict 9-6 role, it requires flexibility and a mindset oriented around coverage, accountability, and continuity.
Who This Role is Not For
This role is not a fit for someone who prefers strictly defined tasks, limited responsibility, or a narrow functional scope. It is also not suitable for someone seeking a fixed 96 role without exposure to cross-time-zone operations or leadership responsibility.
Location & Work Setup
Hiring Process
The hiring process includes scenario-based discussions and practical exercises focused on shipment ownership, customer communication, and operational judgment, reflecting the responsibility level of the role.
Compensation
Job ID: 141012243
