• Provide strategic, unified leadership across all internal operational nodes including Finance, Client Support, Desk Operations, and Session Monitoring. • Enforce strict organizational Service Level Agreements (SLAs) to guarantee 90% service tier compliance and a 95% live session success rate. • Direct and execute the internal Session Monitoring & Compliance Audit Structure to optimize platform metrics and eliminate operational drift. • Conduct systematic daily and monthly compliance audits of active customer service chats across Zoho Desk and WhatsApp to ensure absolute professional tone, formatting, and resolution quality. • Review, validate, and audit session monitoring records, tutor logs, and QA feedback parameters to ensure 100% data integrity for payroll validation. • Lead the transition from fixed staffing schedules to flexible, data-driven hybrid scheduling models utilizing predictive session analytics. • Optimize peak staffing coverage during critical high-volume windows to maintain risk-free monitor-to-session ratios. • Collate operational metrics to distribute weekly trend logs and comprehensive monthly insight reports. • Serve as the primary escalation point for critical system alerts, technical outages, and high-tier client or parent disputes. • Design, implement, and protect all automated dashboards, KPI structures, and operational assets as exclusive corporate intellectual property. • Uphold absolute neutrality, professional diplomacy, and institutional fairness across operational workforce interfaces.

• Serve as a primary point of contact for key clients, building strong, trusted relationships • Drive organic growth within existing accounts while proactively identifying and securing new business opportunities • Lead client presentations, proposals, and solution design tailored to trade compliance needs • Draft, review, and negotiate proposals, statements of work, and client agreements • Represent M-PACT in client meetings, industry events, and business development initiatives • Develop and expand M-PACT’s portfolio of trade compliance consulting services • Identify market needs and create new solutions, tools, and service offerings to drive revenue growth • Standardize and package services to improve scalability and consistency • Lead, mentor, and develop a team of trade compliance professionals • Manage multiple concurrent projects, ensuring timely delivery and high-quality outcomes • Foster a collaborative, accountable, and performance-driven team culture • Provide guidance, training, and development opportunities to enhance team capabilities • Oversee project execution to ensure compliance with regulatory requirements and internal standards • Establish and implement best practices, standard operating procedures, and process improvements • Monitor project timelines, resource allocation, and deliverables to ensure client satisfaction • Serve as a subject matter expert on U.S. import/export regulations, including customs compliance and trade programs • Advise clients on compliance strategies, risk mitigation, and regulatory changes • Ensure all consulting services align with current laws and industry standards

• Monitorear cambios en las reglas del esquema, boletines y requisitos de cumplimiento; evaluar el impacto en los programas de Reap y recomendar acciones. • Manejar consultas de esquemas y casos de remediación • Mantener los registros TPA y PIF en vivo, incluyendo el seguimiento de modificaciones y requisitos establecidos por los esquemas • Colaborar con partes interesadas interfuncionales para identificar brechas en documentos de programas de clientes

Role Description We are seeking a dynamic and results-driven Sales Manager to lead our sales efforts in North America for our port equipment, automation solutions and services business. The primary goal of this role is to promote and sell our offerings and close contracts, driving revenue growth and market share in the region. The ideal candidate will have a strong background in B2B sales in the Industrial Equipment or Ports industry and a proven track record of achieving regional sales targets. This role requires a strategic thinker with excellent relationship-building skills, a deep understanding of the port and logistics industry, and the ability to navigate complex sales cycles. The Sales Manager will focus on driving sales, building C-suite relationships, and establishing long term customer relationships to expand our market presence. This role will work as part of the regional team, collaborating closely with colleagues across AME region, and will report directly to the VP, Regional Sales AME, Port Solutions. Responsibilities - Sales Strategy and Execution: - Develop and implement a regional sales strategy to achieve revenue and market share targets for port equipment, solutions. - Promote and sell our offerings, identifying and pursuing new business opportunities in US East Coast, Gulf Coast, including key ports, intermodal and logistics hubs, and industrial zones. - Close contracts by negotiating terms, addressing client concerns, and ensuring timely deal closure. - Build and maintain a robust sales pipeline, ensuring consistent growth in market penetration. - Conduct market research to understand customer needs, competitor activities, and industry trends. - C-Suite Relationship Building: - Build and maintain strong relationships with C-suite executives and decision-makers at terminal and port operators as well as intermodal and logistics companies. - Represent the company at industry events, trade shows, and government meetings to promote brand awareness and generate leads. - Customer Relationship Management and Key Account Management: - Account management of ports, terminals and consultants in the North America Region. - Act as the primary point of contact for clients, ensuring high levels of customer satisfaction and repeat business. - Provide technical and commercial support to clients, including product demonstrations, presentations, and after-sales service coordination. - Regional Team: - Work as part of the regional team across the region to achieve shared goals. - Share market insights, best practices, and sales strategies with the regional team to drive collective success. - Provide regular sales forecasts, reports, and market insights to the VP, Regional Sales, AME. - Regional Coverage: - Travel extensively across North America to meet clients, attend industry events, and monitor market developments. - Represent the company at trade shows, conferences, and networking events to promote brand awareness and generate leads. - Perform other duties as assigned. Qualifications - Strong understanding of the port and intermodal industry, including key players, trends, and challenges. - Experience building and maintaining C-suite relationships. - Excellent communication, negotiation, and presentation skills. - Fluency in English (both written and spoken). - Strategic thinking and problem-solving skills. - Excellent presentation and influencing skills. - Strong commercial acumen and customer-focused mindset. - Ability to work independently and as part of a team. - Resilience and adaptability in a fast-paced, dynamic environment. Requirements - Bachelor’s degree in business, Engineering, or a related field. - Minimum of 5 years of experience in B2B sales, preferably in port equipment. - Proven track record of achieving and exceeding sales targets in a competitive market. - Experience working in or with multinational companies. - Knowledge of CRM software and sales analytics tools. - Willingness to travel extensively within the region. - Established network of contacts in the port and intermodal industry in North America. Benefits - Medical Plan, Dental, Vision, 401k plan with a match from day one, identity theft protection, accident insurance, travel insurance and so much more! - 2 weeks of vacation per year (pro-rated for the first year depending on start date). 5-12 years of service, 3 weeks. 13+ years of service, 4 weeks. - 5 days of Sick Leave per year. Pro-rated the first year after 90 days of service. - 10 paid holidays per year.