Operations & Customer Engagement Manager Jr.

About us:

Overhaul is focused on delivering transformational supply chain visibility, control, and risk management. Our SaaS (Software) provides a unified, real-time view of the supply chain ecosystem, enabling us to design and achieve better results while responding quickly to mitigate any events that threaten the supply chain.

Position Summary:

The Operations & Customer Engagement Manager Jr. is the leader responsible for the capacity strategy, business continuity, and operational relationship for the key account in Jalisco. This role will design and execute scalability solutions in response to high demand volatility, manage the network of alternative vendors, and serve as the tactical-managerial liaison, ensuring alignment with client SLAs and effectively managing expectations.
 

Responsibilities:

• Lead the operational relationship and service level agreement (SLA) with the client's decision-makers in Jalisco (Customer Engagement), acting as the primary liaison between local operations and corporate headquarters.
• Design and implement strategies to scale operational response capacity to absorb abrupt and sustained increases in demand (with scalability projected to exceed 290 monthly services).
• Develop, negotiate, and audit the escort vendor base (current and alternative), prioritizing resource allocation in accordance with strategic guidelines and client operational preferences.
• Coordinate the tactical planning and implementation of the dedicated patrol unit project to strengthen the installed capacity in the region.
• Supervise, develop, and direct the local tactical team (Vendors) to ensure correct daily execution on-site.
• Serve as the escalation point for crises, critical incidents, or complaints, implementing root cause analysis and remediation plans.
• Generate and present executive reports on compliance metrics, capacity, and vendor performance to both the client and senior leadership.

Skills, Experience and Education Requirements.

• Bachelor’s degree in industrial engineering, Logistics, Business Administration, Security, or a related field.
• Minimum of 3 to 5 years of experience in logistics operations management, supply chain, corporate security, or field operations.
• Proven experience managing key accounts (Account Management / Customer Success with an operational focus).
• High capacity for negotiation and development of critical vendors under contingency conditions.
• Analytical skills for demand planning and workload distribution among vendors.
• Strong leadership of tactical teams and KPI management.
• Intermediate English proficiency (preferred) for reporting and meetings with leadership.
   
   

Overhaul is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class..