Manager, International Gateway Operations

Job Description
Position: Manager, International Gateway Operations
Compensation: $95, ,000 Annually
Job Description
The Manager, International Gateway Operations oversees all gateway operations, ensuring strong performance across import and export activities while upholding safety, compliance, and customer service standards. This role leads a multi-shift team and partners closely with local station leadership, the international product team, sales, and overseas offices and agents.

Core Responsibilities & Duties

• Lead, coach and develop a team of gateway supervisors, lead agents and agents across multiple shifts (import and export)
• Set clear expectations, manage performance, conduct regular 1:1s and support career development for team members
• Build schedules and staffing plans that balance service levels, productivity and cost
• Foster a culture of safety, accountability and continuous improvement
• Oversee day-to-day international air freight operations including breakdown, build-up, documentation, customs coordination and last mile / linehaul handoffs
• Ensure timely customs clearance, recoveries, transfers and departures in line with customer service level agreements (SLAs) and airline cutoffs
• Maintain and enforce standard operating procedures for all gateway activities and ensure they are consistently followed
• Coordinate closely with truckload, LTL and local cartage operations to secure capacity and on-time linehaul connections
• Serve as the primary operational escalation point for key international customers
• Partner with Customer Experience, Sales and overseas offices to understand customer requirements and align the gateway operation accordingly
• Proactively identify service risks, communicate clearly with stakeholders and drive fast resolution to shipment issues
• Ensure full compliance with all applicable regulations, including TSA, CBP, FDA and other government agencies as required
• Oversee proper use and maintenance of security programs, access control, cargo screening and documentation
• Maintain a safe work environment by enforcing safety policies, conducting regular toolbox talks and addressing hazards promptly
• Drive quality and data integrity, including accurate and timely entry of shipment information, statuses and billing details
• Manage gateway P&L levers at the local level, including labor, overtime, carriers, vendors and other direct operating expenses
• Monitor and improve KPIs such as on-time performance, transit times, file margin, DOE per kilo, damages, claims and rework
• Support billing and rating functions as needed, ensuring that services performed are properly captured and invoiced
• Partner with procurement and product leadership to support carrier and vendor negotiations and to optimize airport handling costs
• Identify operational bottlenecks and lead initiatives to improve throughput, reliability and cost efficiency
• Work closely with the international product team, IT and shared services to drive standardization and better use of core systems
• Support implementation of new customers, products and trade lanes
• Represent gateway interests on cross-functional projects and network optimization initiatives
• Other duties as assigned

Job Requirements & Qualifications

• 5+ years of experience in international air freight forwarding, with at least 2+ years in a supervisory or management role in a gateway or similar high-volume operation
• Strong knowledge of international air freight processes, including import, export, consolidation, deconsolidation and customs brokerage
• Working knowledge of TSA, CBP and other relevant regulatory requirements
• Proven leadership skills, with the ability to successfully lead and develop teams across multiple shifts
• Excellent customer service mindset with experience handling complex service escalations
• Strong verbal and written communication skills and the ability to communicate clearly with internal teams, customers, carriers and agents
• Solid computer skills, including Microsoft Office (Word, Excel, Outlook) and freight forwarding / TMS systems
• Strong problem-solving skills and the ability to make sound decisions in a fast-paced environment
• Ability to work under minimal supervision and to prioritize effectively when volumes spike or conditions change
• Proven track record of success in the freight forwarding industry and in managing KPIs and financial targets
• Willingness to work flexible hours, including nights or weekends as needed to support a 24/7/365 operation

What We Offer

• Competitive base salary and performance-based incentive opportunity
• Paid time off within the first year of employment, plus sick time and holidays
• Company-provided life insurance
• Health, vision and dental insurance options
• Commuter benefit plan
• Optional supplemental life insurance
• 401(k)
• A great place to work with a strong, team-oriented culture

About Us
Since 1990, Forward Air has been a leading provider of ground transportation and related logistics services to the North American air freight and expedited LTL market. We offer surface shipping on an accelerated "time-definite" basis, delivering cargo at a specific time, but under less time-sensitive situations – supplying you with a cost effective, reliable alternative to air transportation. We work with companies of all sizes to develop tangible advantages and build the best products to meet your specific needs. Forward Air presents to the wholesale transportation community (logistics companies, freight forwarders, integrated air cargo carriers, passenger/ cargo airlines, and non-traditional shippers), a single-source provider that can deliver more supply chain services and a superior menu of choices. Throughout the years we have added supplementary lines to our linehaul service, such as full truckload operations (Truckload Services), final-mile coverage (Complete Cartage), and an Airline Logistics program, and we will continue to expand our services to meet the changing needs and growth of our customer base.

Forward Air is structured to optimize both savings and service to our customers. Direct partnerships with owner-operators and other surface transportation providers, enable us to remain cost-competitive. The Forward Air network is designed with over 90 facilities located at or near major U.S. and Canadian airports, 12 regional sort centers and over 300 beyond points (secondary airports provided through our Complete Cartage service), creating one of the most comprehensive linehaul networks in the industry.

Ranked 3rd in Newsweeks 2022 " Americas Most Trustworthy Companies " publication