VP of Operations & Customer Success

Description About Ship4wd At Ship4wd, we empower businesses to move their cargo with confidence. Our fully digital logistics platform brings transparency, reliability, and simplicity to an industry known for complexity. As we continue to scale globally, we are looking for a leader who shares our passion for delivering an exceptional customer experience while building world-class operations. About the Role The VP of Operations & Customer Success will play a central role in shaping the future of our service delivery and customer experience. You will lead our global operations including our offshore operational centres, and oversee the full customer lifecycle, ensuring that every customer who moves with Ship4wd feels supported, informed, and in control. This is a unique opportunity to join a fast-growing digital logistics provider and build scalable, tech-enabled operations that deliver trust and consistency at every touchpoint. What You’ll Lead Operational Excellence · Own day to day logistics operations across regions, ensuring reliability, accuracy, and seamless execution. · Build scalable processes that support our growing customer base across ocean, air, trucking, and customs. · Drive automation and implement smart workflows to reduce manual effort and improve speed and quality. · Partner with Product and Engineering to bring forward operational insights and help shape the platform roadmap. · Monitor and continuously improve key performance indicators such as on-time delivery, service levels, and operational efficiency. Leading Offshore Operations · Manage and grow our offshore operational teams, ensuring alignment, communication, and consistent delivery across time zones. · Build clear standards, performance frameworks, and quality controls for offshore execution. · Ensure offshore teams are equipped, trained, and empowered to support Ship4wd’s global operations and customer needs. · Create a unified operational culture that embraces ownership, collaboration, and continuous improvement. Customer Success Leadership · Oversee onboarding, adoption, customer health, and retention, ensuring customers experience the full value of our platform. · Build processes that help customers move from first booking to long-term loyalty with confidence and ease. · Proactively identify friction points and work cross-functionally to improve trust and satisfaction. Collaborating Across Ship4wd · Work closely with revenue department to ensure a smooth transition from prospect to active customer. · Partner with Marketing to strengthen messaging around trust, reliability, and customer success. · Align with Finance and external suppliers to ensure efficient cost structures and scalable service delivery. Building an Exceptional Team · Recruit, develop, and inspire high-performing teams across operations and customer success. · Define clear goals, expectations, and growth opportunities. · Foster a culture that reflects Ship4wd’s values: customer-obsession, accountability, and continuous improvement. What You Bring · 10–15+ years of experience in logistics operations, customer success, or supply chain leadership. · Proven success leading offshore operational teams in a fast-paced environment. · Experience scaling operations within a digital or tech-enabled business. · Deep understanding of shipping workflows across air, ocean, trucking, and customs. · Strong analytical skills and comfort making decisions based on data. · A customer-first mindset with a passion for solving problems and simplifying complex processes. · Exceptional communication and leadership skills, with the ability to influence and inspire teams across functions. Requirements Qualifications: • Bachelor’s degree in Supply Chain, Logistics, Business, or a related field (MBA preferred). • 10+ years of experience in freight forwarding, logistics operations, or digital supply chain leadership. • Deep understanding of international shipping (Incoterms, customs clearance, trade lanes). • Demonstrated experience leading tech-integrated operations and customer teams. • Proven ability to manage KPIs and SLAs at scale (e.g., on-time delivery, margin per shipment). • Strong analytical and communication skills; highly comfortable with logistics platforms and CRM tools. Preferred Experience: • Experience at a 3PL or 4PL with strong digital capabilities, or logistics tech startup. • Knowledge of API integrations, shipment lifecycle visibility, and customer portal functionality.