Senior Director, Shared Services

Senior Director, Shared Services - Lead Global Service Transformation, AI Adoption & Cost Optimization at The Pasha Group

Are you a strategic operations leader who excels at building scalable service organizations, improving customer outcomes, and delivering measurable financial results? Join The Pasha Group as Senior Director, Shared Services, where you will lead the evolution of a cost-efficient, customer-centric Shared Services organization supporting international logistics operations.

This high-impact leadership role is responsible for advancing a multi-year cost optimization roadmap, strengthening service delivery across multiple locations and channels, and embedding AI-enabled tools and automation into daily operations. You will partner closely with Finance, Operations, and senior leadership to translate enterprise priorities into measurable improvements in cost, capacity, productivity, service quality, and customer experience.

Lead Cost Optimization, Financial Performance & Enterprise Value

Drive sustainable savings while protecting operational integrity, service quality, and customer outcomes.

• Lead Multi-Year Cost Strategies: Create, refine, and execute cost optimization roadmaps across multiple Shared Services locations.
• Deliver Structural Efficiencies: Identify workforce, vendor, process, and automation opportunities that improve cost-to-serve and enterprise value.
• Strengthen Financial Accountability: Partner with Finance to establish ROI tracking, budget visibility, financial transparency, and accountability for transformation initiatives.
• Manage Performance Against Plan: Analyze financial variances, identify root causes, and implement corrective actions to support operating and financial goals.
• Translate Operations Into Insights: Connect volume, demand patterns, service mix, and operational drivers to budgeting, forecasting, chargeback agreements, and performance management.
• Build Scalable Service Delivery & Operational Excellence
• Create a resilient, flexible Shared Services model that meets changing business needs without compromising customer experience.
• Optimize Service Delivery Models: Evaluate and continuously improve multi-channel delivery strategies across digital-first, self-service, and high-touch support models.
• Design Capacity Strategies: Establish scalable workforce and capacity models that align resources, skills, and demand across service locations.
• Define Work Allocation: Differentiate high-touch activities from transactional work to improve productivity, speed, and service consistency.
• Strengthen Service Performance: Monitor and improve high-demand and high-risk service areas, including call centers and peak support functions.
• Advance KPI Discipline: Establish and refine performance frameworks focused on cost savings, SLA adherence, productivity, throughput, first-pass accuracy, and speed-to-resolution.
• Drive AI, Automation & Digital Transformation
• Turn enterprise technology strategy into practical, measurable operational and financial outcomes.
• Embed AI Into Daily Work: Lead adoption of AI tools, automation, and digital capabilities through clear governance, playbooks, training, and change management.
• Improve Decision-Making: Leverage data, analytics, and operational insights to balance cost efficiency, capacity, and customer experience.
• Advance Process Automation: Identify opportunities to reduce manual effort, improve service consistency, and increase operational speed and accuracy.
• Support Continuous Improvement: Create a culture of innovation, performance improvement, and disciplined execution across Shared Services operations.
• Lead High-Performing Teams & Cross-Functional Partnerships
• Build accountable, capable teams and align multiple locations around shared priorities and performance expectations.
• Lead Distributed Teams: Strengthen organizational design, leadership capability, team effectiveness, and accountability across Shared Services locations.
• Create Operating Alignment: Establish a consistent operating cadence, clear ownership structures, and measurable performance expectations across sites.
• Partner Across Boundaries: Collaborate with Finance, Operations, and senior leadership to align priorities and deliver enterprise-wide results.
• Develop Future Leaders: Build a high-performance culture that supports employee capability growth, leadership development, and sustained operational excellence.

What You Bring

You combine strategic operational leadership, financial acumen, and a strong understanding of international logistics service delivery.

• Bachelor's degree in Business Administration, Supply Chain Management, Finance, or related field, or an equivalent combination of education and experience
• Master's degree preferred
• 10+ years of progressive leadership experience in International Logistics Shared Services or multi-function Operations management
• Demonstrated success leading large-scale transformation initiatives, including cost optimization and operating model redesign
• Experience designing and managing flexible, multi-channel service delivery models across global operations
• Expertise in shared services operating models, process optimization, and service delivery transformation
• Strong knowledge of multi-modal freight operations
• Proficiency with TMS, shipment visibility, EDI integrations, and operational systems
• Knowledge of customs processes, trade documentation, and letters of credit
• Strong financial, analytical, and data-driven decision-making capabilities
• Proven ability to lead large, distributed teams with high accountability and performance expectations
• Executive-level communication and stakeholder management skills
• Understanding of military/government contracts, agreements, and performance metrics strongly preferred

Your Strengths

You are a collaborative, results-driven leader who brings clarity, accountability, and innovation to complex operational environments.

• Strategic thinker with the ability to turn enterprise priorities into executable plans and measurable outcomes
• Strong business and financial acumen with the ability to connect operational performance to financial results
• Skilled at balancing cost, capacity, and customer experience in a dynamic environment
• Effective leader who motivates teams, strengthens accountability, and drives sustained performance
• Analytical and solutions-oriented with a focus on continuous improvement
• Committed to modeling The Pasha Way: Excellence, Honesty & Integrity, Innovation, and Teamwork

Why You'll Love Working at The Pasha Group

This role offers the opportunity to shape the future of Shared Services within a leading transportation and logistics organization. You will influence enterprise-wide service delivery, drive meaningful cost and performance improvements, and lead to the adoption of digital and AI-enabled capabilities that strengthen both customer outcomes and long-term business value.

At The Pasha Group, you will work alongside experienced leaders across Finance, Operations, and Logistics while building a high-performing organization that delivers consistent, scalable, and customer-focused results.

Work Environment

Corporate and office environment with regular use of computer systems and communication tools. This role requires the ability to travel independently to U.S. locations, including Hawaii.

Travel

Up to 20% of travel is required.

Ready to Make an Impact?

Bring your strategic leadership, operational expertise, and passion for transformation into The Pasha Group. Help build a smarter, more scalable Shared Services organization that delivers stronger performance, improved customer outcomes, and sustained enterprise value.

Screening Requirements
Background Checks

The information included in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive or exhaustive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.