Operations Manager

JOB SUMMARY
The Operations Manager is responsible for the overall management, oversight, and performance of the client’s operations in Guyana. This role is accountable for ensuring the efficient execution of all cargo, clearance, and customer service operations, while supporting the continued growth and development of the business within the Guyana market.

The Operations Manager shall provide leadership and direction to the operational team, ensuring that all operational activities are conducted efficiently, professionally, and in accordance with company policies, operational standards, and regulatory requirements.

This position carries overall responsibility for operational performance, process improvement, customer service delivery, team leadership, and business development initiatives aimed at increasing shipment volumes, strengthening customer relationships, improving profitability, and expanding the company’s market presence within Guyana.

The Operations Manager is expected to maintain a proactive and hands-on approach to operational management, while ensuring accountability, operational discipline, continuous improvement, and alignment with the company’s strategic goals and objectives.

JOB DUTIES

Business Development & Growth

• Ultimately, the Operations Manager has broad responsibility for the operational success, growth, and overall performance of the client’s company.
• Lead and support business development initiatives aimed at increasing shipment volumes, revenue growth, and market presence within Guyana.
• Identify and pursue opportunities for new business, strategic partnerships, and corporate account development.
• Build and maintain strong professional relationships with customers, brokers, carriers, customs officials, vendors, and other key stakeholders.
• Develop strategies to improve customer retention, customer satisfaction, and overall service delivery.
• Monitor market conditions and competitor activities and provide recommendations to management regarding growth opportunities and operational improvements.
• Support management in developing operational goals, revenue targets, and long-term growth strategies.
• Promote the company’s services and strengthen the company’s presence within the Guyana market.

Operational Management & Oversight

• Oversee and ensure the efficient processing, clearance, distribution, and delivery of all incoming and outgoing cargo shipments.
• Maintain overall accountability for the daily operations and operational performance of the Guyana branch.
• Ensure all operational departments function efficiently and in accordance with company standards, procedures, and timelines.
• Monitor incoming shipments daily and ensure proper coordination and planning for cargo handling activities.
• Ensure cargo is properly tracked, processed, cleared, received, and distributed accurately and within established timelines.
• Ensure all operational procedures, workflows, and service standards are consistently followed by operational teams.
• Develop, implement, and improve operational procedures, systems, and best practices to enhance operational efficiency and service delivery.
• Ensure package rooms, sea freight areas, warehouses, and operational facilities are properly maintained, organized, and operating efficiently.
• Work closely with the US Warehouse and regional departments to improve communication, cargo handling processes, and operational efficiency.
• Ensure operational issues, shipment delays, escalations, and customer-impacting matters are addressed promptly and professionally.
• Maintain oversight of inventory control processes and ensure operational discrepancies, shortages, or issues are properly investigated and resolved.
• Ensure company vehicles, operational equipment, and facilities are maintained in a safe and operational condition.

Leadership & Employee Management

• Provide leadership, direction, supervision, and accountability to operational employees and supervisors within Guyana.
• Hold operational teams accountable for productivity, operational standards, compliance, and service delivery expectations.
• Partner with the Human Resources Department in matters relating to recruitment, onboarding, training, employee development, performance management, and disciplinary processes.
• Conduct regular coaching, performance discussions, and operational reviews with employees and supervisors.
• Foster a professional, positive, and performance-driven work environment that promotes accountability, teamwork, communication, and continuous improvement.
• Manage staffing schedules and workforce planning to ensure adequate operational coverage and efficiency.
• Ensure all employees comply with company policies, procedures, safety standards, and operational requirements.

Financial & Administrative Responsibilities

• Assist with monitoring operational expenses and ensuring cost-effective operational practices are maintained.
• Maintain oversight of petty cash transactions, operational records, inventory controls, and cash management procedures.
• Ensure operational reports, ClickUp tasks, follow-up actions, and administrative requirements are completed accurately and within required timelines.
• Monitor operational performance and provide recommendations aimed at improving efficiency, productivity, and profitability.
• Ensure inventory counts, operational audits, and reporting requirements are completed accurately and consistently.

Customer Service & Service Excellence

• Ensure a high level of customer service is consistently maintained across all operational departments.
• Act as the escalation point for serious customer complaints, operational disputes, and service related concerns.
• Ensure customer complaints and operational issues are investigated and resolved in a timely and professional manner.
• Ensure customers are properly informed regarding shipment status, operational delays, and service-related matters.
• Monitor service delivery standards and implement corrective actions and improvements where necessary.

Compliance, Safety & Regulatory Requirements

• Ensure all operations are conducted in compliance with company policies, customs regulations, and applicable laws and regulations within Guyana.
• Maintain professional working relationships with Customs & Excise and other regulatory authorities.
• Promote and enforce workplace safety, security, and operational compliance standards.
• Ensure cargo is handled in a safe, secure, and professional manner at all times.
• Promote operational discipline, accountability, and adherence to company procedures throughout all operational departments.

Preferred Qualifications
• Associate’s degree or higher in Business Management or Marketing.
• Certification in supply chain management (APICS, CSCMP).
• Minimum 2 – 3 year of proven experience as a operations supervisor or manager.
• Must be flexible due to cargo clearance times varies
• Experience as a Customs Broker is an asset.
• Experience with logistics software and systems.
• Valid driver’s license for manual vehicles up to 10 tons would be an asset.

Knowledge, Skills & Abilities
• Strong interpersonal skills with empathy and patience in handling challenging
interactions.
• Ability to collaborate with key stakeholders (Customs, warehouse, internal departments).
• Excellent written and verbal communication skills.
• Advanced troubleshooting and multitasking abilities.
• Highly organized with clear goal-setting and process management skills.
• Knowledge of international shipping regulations and compliance.
• Strategic thinker with demonstrated leadership capacity.
• Proficiency in management methods and techniques to achieve business goals.
• Strong analytical skills with ability to interpret data and optimize operations.

Benefits & Perks
• Competitive salary and annual, performance-based bonus.
• Paid vacation and holidays.
• Professional development and training opportunities.
• Clear career advancement pathways.
• Collaborative and inclusive company culture.