Mandate:Reporting to the Director of Customs Services, the Manager, Brokerage Solutions - Process & Systems is responsible for developing, documenting, and maintaining brokerage processes and operational workflows that support consistency, readiness, and scalable execution across brokerage network.
The role also carries a dotted line to Project Managers to support project-based deliverables, documentation, testing, and deployment activities.
Responsibilities:- Develop and maintain Standard Operating Procedures and process documentation for brokerage operations within the assigned country.
- Work with operational leaders to translate strategic direction into clear, documented workflows.
- Support automation and AI/OCR/ICR initiatives by providing operational requirements, participating in testing, and supporting adoption.
- Create training materials such as SOPs, guides, and webinar content for new and existing employees.
- Deliver onboarding training for new hires and ongoing training sessions for operational teams.
- Partner cross-functionally with Freight, PMO, Compliance, and Technology teams to support workflow alignment and process improvement.
- Support project deliverables through a dotted-line relationship to Project Managers, including documentation, requirements gathering, and execution planning.
- Collaborate with the counterpart in the other country to ensure consistency in documentation standards and cross-border process alignment where appropriate.
- Serve as subject-matter expert on U.S. in-bond, FTZ workflows, and related regulatory processes.
- Standardize U.S. brokerage workflows across all U.S. offices supporting Customs Services.
- Document and refine freight-to-brokerage transitions throughout U.S. operations.
- Support AI/ICR automation initiatives tied to U.S. release processes and PGA requirements.
- Assist with readiness for growing FTZ activity by ensuring clear, scalable workflows.
Requirements:- Minimum 5-10 years of experience in Customs Brokerage operations.
- Strong background in process documentation, workflow analysis, and operational improvement.
- CargoWise One experience preferred.
- Experience with automation or AI-related operational initiatives is considered an asset.
- CCS, CTCS, LCB or equivalent industry designations preferred.
- Strong business acumen and understanding of country-specific customs regulations and programs.
- Proficiency in MS Office and other workflow-related tools.
What You Offer:- Ability to work independently as a self-starter with strong follow-through.
- Excellent interpersonal skills for interaction across multiple departments.
- Strong project management skills with proven ability to deliver against timelines.
- Exceptional written and verbal communication skills with the ability to clearly present ideas and solutions.
- Exceptional attention to detail and organizational capability.
- A collaborative mindset and commitment to customer service excellence.
What We Offer:- Competitive compensation
- Comprehensive Benefits package, including fitness reimbursement program(s)
- Education Reimbursement Program
- Balance between work and home life
- Opportunities to contribute to operational excellence, automation, and modernization initiatives across Delmar's Customs Services network
*Salary Range : $90,000-95,000 USD
