Team Manager - Customer Operations

About the role

Smartways Logistics is seeking a hands‑on Team Manager for its Life Science Customer Operations. You will lead a small, high‑performing team responsible for temperature‑sensitive, regulated shipments, ensuring compliance, safety and cost‑effectiveness.

Key responsibilities

• Lead, coach and develop the team through one‑ons, huddles and engagement activities.
• Own end‑to‑end monitoring of life‑science jobs, intervening proactively to prevent issues.
• Manage packaging stock, source and qualify new temperature‑controlled and dry‑ice solutions.
• Ensure dangerous‑goods and Good Distribution Practice (GDP) compliance and maintain cold‑chain integrity.
• Guide the team through high‑pressure situations and drive root‑cause fixes for service failures.
• Support new client onboarding, including solution design, packaging, process and training.
• Use data to identify issues and opportunities across Customer Operations.
• Build recruitment, onboarding and cross‑skilling to avoid knowledge silos.

Required profile

• 3‑4+ years leading customer‑facing or operational teams in fast‑paced, high‑risk environments.
• Comfort operating as a player‑coach, balancing hands‑on work with leadership.
• Experience building or scaling a specialist function in a high‑growth setting.
• Strong decision‑making, solution design and data‑driven analytical skills.
• Excellent stakeholder communication and influencing ability.

Required skills

• Knowledge of dangerous‑goods handling and GDP compliance.
• Familiarity with cold‑chain, dry‑ice and temperature‑sensitive shipping.
• Understanding of IATA DGR regulations.