director of us operations resume example with 20+ years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • H: (555) 432-1000
  • C:
  • Date of Birth:
  • India:
  • :
  • single:
  • :

Hardworking Operations Director focused on maximizing quality, compliance and efficiency while meeting budget and regulatory guidelines. Demonstrated strategic thinking and confident decision-making abilities. Collaborative individual commended for leadership and team building.

  • Leadership Training
  • Operations Oversight
  • Performance Evaluation and Monitoring
  • Policy Development and Enforcement
  • Customer Service Management
  • Resource Allocation
  • Hiring and Onboarding
  • Employee Motivation
  • Decision Making
  • Problem Anticipation and Resolution
  • Administrative Management
  • Team Leadership
  • Business Leadership
  • Management Team Building
Director of US Operations, 03/2017 - Current
Opentext Corporation Salt Lake City, UT,
  • Development, implementation and execution of policies and operational processes in alignment with company standards, values & US Customs policies and regulations
  • Responsible for the service delivery execution and strategic direction for Livingston GTM Managed Service US Operations
  • Ownership of customer & external vendor relationships
  • Contract pricing & negotiation responsibility for new & existing US based customers
  • Overall responsibility for service agreement execution against contractual standards and metrics
  • Created “Flex Team” to help balance capacity and demand across the US Operation
  • Collaborate with global peers to implement and utilize low-cost-country strategy
  • Reduced operational SOP documents in US by 95%, streamlining operational execution and reducing operational waste
  • Designed & implemented Utilization tracking in US region to support low-cost-country strategy and more accurate rate quoting for US contracts
  • Implemented organizational restructure to better align resources with industry verticals including key accounts & functions to build a foundation for smart and sustainable growth while promoting employee career development and pathing
  • Responsible for annual budget planning and P&L Management for GTM US Operations
  • Spearheaded divisional employee retention program as part of larger Corporate Employee Retention Project
  • Line of Business leader for COVID-19 response and return to office planning
  • Design & implementation of internal risk, quality & audit programs that can be leveraged on a global scale
  • Created a skip-level mentorship & leadership development program for US Operations staff
Sr. Manager - Customs Compliance, 12/2009 - 02/2017
Aspire Team City, STATE,
  • Oversight of all US Import Operation Services including HTS Classification, Free Trade Services and Reconciliation
  • Direct oversight of 25+ employees
  • Indirect oversight of additional 30 employees globally
  • Grew revenue for my areas of responsibility by 300+% over last 3 ½ years with the company
  • Continued growth and development of products
  • Continued growth, development and mentorship of staff
  • Responsible for developing, improving, approving, deployment and retention of Operating Procedures for all products and accounts
  • Work with Expeditors global sales force to develop customer relationships and sell Tradewin globally
  • Responsible for internal and external customer relationship development and maintenance
  • Manager – Classification & Free Trade Services
  • Created and subsequently grew the Free Trade Services product from non-existence into a multimillion-dollar product
  • Oversight of US Classification and Free Trade Programs for numerous Fortune 500 companies
  • Oversee and complete monthly internal quality assurance audits
  • Interface with US Customs and other government agencies on behalf of customers
  • Assist in the growth and development of other regional practices around the global
  • Provide annual reviews for all employees
  • Provide mentorship to my vertical leaders through monthly mentorship & leadership meetings
  • Regularly oversee and provide client onboarding, account management and retention
  • Work with corporate IS to develop and launch our web-based FTA solicitation tool, FTANavigator
  • Responsible for quoting and selling all projects as related to my product areas
  • Implemented training course for new recruits to acceleration ROI of new employees
Sr. Consultant, 12/2009 - 03/2017
Expeditors Tradewin City, STATE,
  • Created the Free Trade Services product for Tradewin
  • Hire and develop team to support our Free Trade Services product
  • Secured largest, by revenue, legacy account for Tradewin
  • Development of internal and customer facing systems
  • Solicitation of customers supplier bases
  • Qualification of goods under all US Based Free Trade Agreements
  • Consultant – Classification Services
  • Responsible for daily classification of 5+ large accounts
  • Global HTS Classification & Duty Determination
  • HTS Classification of all classes of merchandise and goods
  • 9801 & 9802 HTS Classification
  • Drafting & Submission of US Customs Rulings for HTS Classification
Account Representative, 12/2003 - 12/2009
FOCUS Business Solutions City, STATE,
  • Onsite at Visteon World Headquarters
  • Designed and created Visteon North American Customs Databases
  • Broker Management for Visteon’s US Customs Brokers
  • Drafted desk procedures and metrics for various clients
  • Classification of materials and finished goods under the USHTS and Schedule B
  • NAFTA Solicitation and Qualification
  • Other FTA Solicitation and Qualification
  • Managed day to day operations of 10 accounts
  • Entry review & broker management for various clients
Release & Classification Specialist, 12/1999 - 12/2003
FedEx Trade Networks City, State,
  • Assign and manage daily workload for 15+ analysts
  • Aid analysts as needed
  • Trained analysts on systems and accounts
  • NAFTA & OGA Documentation solicitation & customer assistance
  • US Customs Entry writing
  • Entry Audit & Review
  • Review analyst performance
  • On-site at AutoAlliance (now Ford Motor Company, Flat Rock, MI
  • Track & Trace freight shipments for AutoAlliance
Education and Training
Bachelor of Science: Information Systems, Expected in
Davenport University - Grand Rapids, MI
Status -
Associate of Arts: Business Administration, Expected in
Davenport University - Grand Rapids, MI
Status -
  • Licensed US Customs Broker #29040
  • Certified US Export Compliance Officer (CUSECO)

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Resume Overview

School Attended

  • Davenport University
  • Davenport University

Job Titles Held:

  • Director of US Operations
  • Sr. Manager - Customs Compliance
  • Sr. Consultant
  • Account Representative
  • Release & Classification Specialist


  • Bachelor of Science
  • Associate of Arts

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