Lead and drive operational optimisation initiatives across Customer Experience processes
Perform deep dives into the application landscape, identifying opportunities for automation, simplification, and better tool usage
Identify tasks and workflows suitable for offshoring or centralisation, supporting transition design, documentation, and stabilisation
Act as a expert within assigned operational domains, influencing process design and execution
Own and execute improvement initiatives end‑to‑end, from analysis and solution design to implementation and follow‑up
Support and influence stakeholders across Customer Experience, GSC, Technology, and Process teams
Due to proximity and competence, coach and guide colleagues on best practices, system usage, and process adherence (without formal people management responsibility)
Level of Work & Impact
Work is performed independently within defined operational frameworks and guidelines
Handles complex tasks and initiatives with limited supervision, while seeking alignment on matters with broader organisational impact
Decision‑making is primarily solution‑based, selecting between known and emerging alternatives within the operational and system landscape
Acts as a recognised contributor to tactical and operational decision‑making within Customer Experience
Progression within this role reflects:
Increasing depth of operational and systems expertise
Strong project and initiative ownership
Ability to influence outcomes across teams and functions without direct authority
Knowledge & Experience
Solid experience within Customer Experience, Operations, or a closely related field
Strong understanding of operational processes, systems, and data-driven optimisation
Proven ability to translate complexity into practical, scalable solutions
Experience working with or supporting offshoring / GSC models is a strong advantage
Relevant professional experience or practical knowledge gained through advanced education
Fluent in Danish and English
Benefits
Be part of the world's largest container shipping company.Exposure to multinational environment/culture.Room for growth and development.Enhancing personal skills.Soft skills such as turning complaints into opportunities, handling difficult customers, and managing customers' expectations.We are happy to support your need for any adjustments during the application and hiring process. If you need special assistance or an accommodation to use our website, apply for a position, or to perform a job, please contact us by emailing accommodationrequests@maersk.com .Vision insuranceParental leave
Additional Information
The Operational Team Lead acts as a key operational anchor within Customer Experience, owning complex and cross‑functional initiatives that drive:
Process efficiency and operational excellence
Optimised use of the application and system landscape
Identification, qualification, and execution of offshoring opportunities to the Global Service Centers (GSC)
Improved customer outcomes and reduced operational friction
The role requires both high‑level strategic thinking and the ability to deep‑dive into operational details, data, and systems to drive sustainable improvements.
Maersk · Aarhus, 8210, Denmark