Control Management & Performance Specialist

This role focuses on data-driven decision-making support by gathering, analyzing, and interpreting key metrics performance related to lead logistics, order management, CX front office, and shared service center operations, with a strong emphasis on control and follow up management to ensure operational excellence. The specialist aims to provide actionable insights that inform strategic and operational improvements, enhance process efficiencies, and elevate customer experience through effective performance optimization and control management. By leveraging business intelligence, the specialist supports evidence-based decisions to optimize service metrics accuracy, reduce cycle times, and ensure high levels of customer satisfaction, while implementing control measures to maintain quality and compliance across office and shared service center functions. Additionally, this position drives continuous improvement in customer experience and business performance through effective control management and performance optimization, enhancing operational efficiency and strategic impact within the Customer Experience (CX) area.

Key Responsibilities

Establish and monitor control management frameworks for Lead Logistics, order management, and CX operations, ensuring compliance with global standards and operational KPIs.

Conduct in-depth root cause analysis and implement corrective actions to address performance deviations and ensure operational integrity across CX front office and shared service centers.

Develop and maintain performance oversight mechanisms, including dashboards and reports, to track and improve KPIs (e.g., VoC, accessibility, customer retention, performance cycle, LnS process, products projection CFF/Ocean) with a focus on control management.

Ensure local CX teams adhere to global control standards, driving change management and identifying inefficiencies to support continuous improvement initiatives.

Oversee end-to-end visibility and control of operational processes, identifying and resolving outliers to maintain high standards of quality and performance.

Collaborate with global stakeholders to gather feedback and requirements, ensuring control management practices align with performance goals for digital products and CX processes.

Support CX leaders with actionable business intelligence reports, emphasizing control management insights to achieve local objectives and operational agility.

Analyze performance and system data to propose and implement control-focused improvements that optimize operational efficiency and customer experience.

Coordinate with CX teams to deliver training on control management practices, enhancing capability-building initiatives for operational excellence.

Contribute to the self-service eCommerce strategy by establishing control-focused KPIs and monitoring delivery mechanisms (e.g., campaigns, workshops, documentation).

Act as the area liaison between product owners and CX teams to ensure customer-facing digital solutions meet control management and performance standards.

Requirements

Education:

Engineering degree in Computing Science, Information Technology, Industrial Engineering, or a related field in physical and mathematical sciences; advanced certifications or postgraduate qualifications preferred.

Language: Professional proficiency in both Spanish and English (listening, writing, reading, and speaking).

Experience:

5 years of experience in business intelligence, control management, reporting, eCommerce or digital product lifecycle.

3 years experience in technology and business roles within customer-centric, collaborative settings in complex organizations.

Technical Skills:

Advanced proficiency in Microsoft Excel and experience with Power BI or similar data analysis tools.

Solid understanding of customer-facing digital solutions (e.g., web platforms, dashboards, CRM, mobile apps, basic API concepts).

Familiarity with logistics operations and ERP/CRM/Cloud systems in high-volume data environments.

Advanced analytical and business intelligence skills with expertise in KPI analysis, data storytelling, and translating insights into actionable strategies, as well as control management techniques to ensure operational integrity.

Good command of MS-Office365 tools.

Soft Skills:

Exceptional communication and presentation skills, with the ability to influence stakeholders, lead cross-functional teams, navigate ambiguity, and deliver results autonomously.

Deal with ambiguity and strong frustration management.

Critical thinking and a customer-obsessed mindset, with a passion for digital innovation, continuous improvement, and urgency in addressing priorities within a global business context.

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Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes applicants without regard to race, colour, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, pregnancy or parental leave, veteran status, gender identity, genetic information, or any other characteristic protected by applicable law. We will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.

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