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FedEx Logistics · 1 week ago

Mgr Engineering

United States

Full-time

Remote

Senior Level

$7,967.73/mo - $15,118.26/mo

5+ years exp

FedEx Logistics is a global leader in freight forwarding and logistics solutions, and they are seeking a Manager Engineering to oversee Business Level Support for operational efficiency and customer satisfaction. This role involves managing support functions, coordinating with teams to resolve service issues, and ensuring compliance with international shipping regulations.

Transportation/Trucking/Railroad

H1B Sponsor Likely

Responsibilities

Managing Business Level Support arising from Incidents experienced with systems or processes

Overseeing day-to-day support functions

Coordinating with internal teams and external partners to resolve service issues

Maintaining compliance with international shipping regulations

Monitoring shipment processes

Managing documentation accuracy

Optimizing workflows

Providing guidance to junior staff

Bridging the gap between frontline operations and senior management

Ensuring smooth execution of freight movements, timely problem resolution, and continuous improvement in service delivery standards

Qualification

CargoWise OneEDI/Integration technologiesFreight forwarding operationsProject ManagementSQLProcess mappingRoot cause analysisAgile methodologiesAnalytical thinkingCustomer-oriented mindsetWriting skillsTeam LeadershipCommunication skills

Required

Bachelor's degree in industrial engineering or a related quantitative discipline or equivalent

Five (5) years of related professional experience

Knowledge of freight forwarding, brokerage practices & systems

Previous international experience preferred

Strong basic management, analytical, human relations and communication skills

Deep familiarity with CargoWise One: modules, workflows, registry setup, triggers, milestones, macro/event configuration, document/customization

Understanding of EDI/Integration technologies: message types/formats (e.g. EDIFACT, X12, XML, JSON), tag/file rules, raw‐text and structured transmissions, partner/carrier/airline integrations

Knowledge of related systems / tools: databases / SQL for querying or troubleshooting, data mapping, APIs, middleware or adapters (e.g. eAdaptor in CargoWise), error / log analysis

Freight forwarding operations (sea, air, import/export, customs, warehouse) so that support conversations make sense in context

Understanding end‑to‑end business flows (booking → documentation → customs → delivery) to map where disruptions or inefficiencies may arise

Process mapping, gap analysis, ability to translate operational requirements into system configuration or process improvements

Ability to triage Level 2 issues (after L1): isolate whether it's user error, configuration, integration failure, system bug, or external partner problem

Root cause analysis, possibly including data logs, workflows, message traces

Prioritization skills: decide what needs immediate action vs. what can be part of longer term fixes or enhancements

Managing small‐to‐medium updates or enhancements: upgrades, module rollouts, integration onboarding

Being familiar with methodologies (Agile, Waterfall as appropriate) with staging, testing, training, go‑live, monitoring

Change control, user training, documentation (SOPs, guides), versioning

Translating technical issues into business terms for operations, management, external partners

Leading meetings / walkthroughs / demos with users and key users

Escalation management: knowing when to bring in dev/CD teams, vendor/CW support, etc

Overseeing / mentoring Level 1 and Level 2 support analysts. Ensuring best practices, knowledge sharing

Setting, measuring, and monitoring KPIs: ticket SLA, resolution time, user satisfaction, error rates

Capacity planning, resource allocation, escalation thresholds

Logging and tracking tickets/issues well; maintaining change registers

Identifying recurring issues / patterns and pushing for systemic fixes

Balance between reactive support (firefighting) and proactive improvements (automation, process streamlining)

Strong analytical thinking

Organization and ability to manage multiple priorities

Good under pressure, especially when integrations or EDI failures affect operations

Customer‑oriented mindset: internal users (operations, sales, customs) and external (partners, carriers)

Good writing skills (for documentation, clear support/resolution notes)

Preferred

Experience with tools like ServiceNow, JIRA, Confluence, or ticketing / knowledge base systems

Basic programming / scripting ability (to test or create small utilities, handle data transformations)

Familiarity with the regulatory or compliance landscape relevant to international shipping, customs, etc

Experience in Integration tools like b2bi, Tibco, etc

Benefits

Health, vision and dental insurance

Retirement

Tuition reimbursement

Company

FedEx Logistics

FedEx Logistics plays a key role within the FedEx portfolio with its comprehensive suite of integrated logistics solutions.

Founded in 1973

Memphis, Tennessee, USA

5001-10000 employees

https://careers.fedex.com/logistics

H1B Sponsorship

FedEx Logistics has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (22)

2024 (5)

2023 (1)

2022 (2)

2021 (1)

2020 (4)