Job Description

The CryoPDP Operations Supervisor role has a salary range of$85,000 - $89,288.85

CryoPDP Operations Supervisor

The Operations Supervisor oversees the compliant and efficient execution of temperature-controlled shipments, ensuring operational excellence, regulatory compliance, and the integrity of pharmaceutical and healthcare products throughout transit. By leading Logistics Coordinators, optimizing processes, and supporting exceptional service, this role advances CRYOPDP’s mission of improving global health through excellence in specialized logistics services.

Operational Excellence

• Supervise and support a team of Logistics Coordinators (LCs) to ensure all export and domestic operations are executed in accordance with SOPs, cGDP, and CRYOPDP quality policies
• Lead and oversee all operational and compliance processes for temperature-controlled shipments moving within and departing from the United States
• Secure regulatory conformity, manages intricate logistics strategies, maintains rigorous documentation
• Develop and implement training programs for LCs to ensure consistent onboarding, process adherence, and skill development
• Review and confirm all required documentation: MAWB, HAWB, commercial invoices, and customs affidavits
• Ensure accurate and timely tracking, status updates, and milestone completions in CargoWise and other internal systems
• Oversee coordination with LSPs for recovery and delivery, ensuring PODs and temperature readings are collected and uploaded
• Ensure compliance with U.S. Customs regulations and other applicable laws and guidelines (IATA, ICAO, cGDP)
• Monitor performance metrics and implement continuous improvement practices
• Ensure accurate and timely submission of billing for all LC shipments
• Coordinate with the CRYOPDP Philippines support team on task handoffs, billing reconciliation, and documentation support.
• Manage daily domestic transportation across all service levels
• Oversee dispatch, routing, and scheduling of shipments
• Ensure on time pickup and delivery performance
• Ensure compliance with US export regulations and country requirements
• Ensure all shipping documentation is in compliance for international trade
• Support audits and regulatory inspections (such as FDA, GMP, GDP, DOT, TSA)

Leadership & Process Improvement

• Identify solutions and remove roadblocks to meet timelines and customer requirements
• Facilitate the resolution of open issues, ensure QA processes are followed, and establish process improvements
• Lead and mentor Logistics Coordinators, providing supervisory direction and guidance on complex shipments and customer requirements
• Collaborate with cross-functional teams to optimize domestic and export logistics processes and improve efficiency
• Develop standard work procedures and best practices for the team
• Drive innovation in domestic and export processes to enhance service quality and operational efficiency
• Conduct regular team meetings to address challenges, share knowledge, and promote continuous improvement
• Coach and develop team members
• Identify opportunities for improvement
• Monitor KPIs and implement corrective actions

Cold Chain & Temperature Control Management

Ensure the integrity of temperature-sensitive products throughout the domestic and export process

• Coordinate with global network partners on specific cold chain requirements for pharmaceutical shipments
• Oversee temperature monitoring protocols for all domestic and export shipments and address excursions immediately
• Work closely with warehouse teams to ensure proper handling of temperature-controlled packaging
• Stay current with industry best practices for cold chain logistics in international shipping
• Manage premium temperature-controlled logistics solutions that safeguard the integrity of pharmaceutical and healthcare products throughout the shipping process
• Support compliance with GDP standards for temperature-controlled pharmaceutical transportation
• Verify proper documentation of temperature conditions throughout the domestic and export process

Customer Relationship Management

• Act as the primary point of contact for key customer queries and escalations
• Escalate issues to Management daily as needed to ensure timely resolution
• Guarantee prompt and effective responses to customer complaints and issues
• Work closely with Business Development to understand and document customer requirements during onboarding
• Define domestic and export supply chain strategies with internal and external stakeholders for high-volume clinical and commercial shipments
• Manage and schedule internal and external calls to coordinate effective transition of services
• Showcase CRYOPDP's unique service features to highlight value-added solutions to customers
• Demonstrate a patient-centric mindset, recognizing that each shipment impacts healthcare delivery

Performance Management & Reporting

• Establish and report key performance metrics for the team
• Provide regular updates on operational performance to company executives
• Monitor and report on KPIs including: On time-in-full service performance percentage, Number of temperature deviations, Number of airline delays, Number of CAPAs (Corrective Action Preventive Action)
• Create and maintain action item logs to ensure tasks are completed and assigned
• Communicate project status to Business Development and Management on an agreed cadence
• Analyze performance data to identify trends and improvement opportunities

Business Growth & Customer Retention

• Support the growth of retained customers to maximize business volume
• Develop strategies to increase customer dependency on CRYOPDP's domestic and export services
• Identify opportunities for upselling and cross-selling CRYOPDP services to existing clients
• Collaborate with Sales and Business Development teams to support new business initiatives
• Build strong customer relationships based on service reliability and operational excellence
• Provide technical expertise during RFPs and customer presentations

Quality Assurance & Compliance

• Maintain strict adherence to GDP, FDA, IATA, FAA guidelines, and U.S. Customs regulations
• Ensure proper documentation and handling for controlled drug shipments
• Follow established procedures for dangerous goods and specialized pharmaceutical products
• Participate in quality audits and implement corrective actions when needed
• Support continuous improvement of quality systems for domestic and export operations
• Ensure all team members understand and follow regulatory requirements
• Stay updated on industry regulations and implement changes to maintain compliance

Specificity on the job:

• Monday to Friday, with varied start times
• Due to the nature of our 24/7 operation, you will be required to assist with occasional after-hours coverage.
• Employee may be required to work overtime, holidays, or weekends.
• Must be available to respond to emergencies as a first responder.

Required Education and Experience

• 5-7 years' experience in the airfreight sector with knowledge of the air industry
• 5-7 years' experience in cold chain logistics and temperature-controlled logistics solutions
• Experience working within the Pharmaceutical or Healthcare industry
• Team leadership experience preferred
• In-depth knowledge of GDP, FDA, IATA, and FAA guidelines
• Expertise in dangerous goods regulations, passenger and cargo airlines operations
• Demonstrated experience with Import/Export licenses and Controlled Drugs shipments
• Thorough understanding of the U.S. Customs regulations and compliance requirements
• Strong commercial acumen with focus on customer performance and profitability
• Comprehensive understanding of INCOTERMS and international trade practices
• Proficiency in logistics management software, particularly CargoWise
• Working knowledge of temperature-controlled supply chain requirements