The Supervisor, Department of State Move Management serves as the day-to-day operational leader for Department of State household goods relocation programs. This position is responsible for managing operational execution, workload coordination, contract and tender compliance, shipment documentation, data integrity, reporting, vendor and agent performance, audit readiness, and team development.

The Supervisor supports the Customer Care team by providing operational guidance, shipment status updates, escalation support, and resolution of service-impacting issues while ensuring all customer communications remain aligned through Customer Care. This role requires extensive knowledge of Department of State transportation programs, international household goods movement, government tenders, compliance requirements, and operational best practices.

Essential Duties and Responsibilities

Responsibilities include, but are not limited to:

Provide day-to-day leadership and operational direction for the Department of State Move Management team, including workload prioritization, queue management, staff assignments, and operational support.
Oversee receipt, review, acceptance, registration, and system setup of Department of State shipment offers to ensure shipment details, allowances, dates, routing requirements, and program information are accurate and complete.
Ensure compliance with Department of State Tenders of Service, GSA CHAMP requirements, post requirements, documentation standards, reporting requirements, shipment markings, liftvan restrictions, and established program procedures.
Review surveys and shipment information for Household Effects (HHE), Unaccompanied Air Baggage (UAB), storage, and other authorized shipment types to validate allowances, special handling requirements, routing considerations, and operational readiness.
Conduct shipment audits and quality reviews to verify contract compliance, data integrity, document accuracy, milestone completion, and the implementation of corrective actions when necessary.
Oversee preparation and accuracy of required Department of State and transportation documentation, reports, EDI transmissions, ILMS or successor-system updates, and internal tracking tools.
Manage and monitor warehouse access, shipment pickups, international transportation activity, origin and destination services, and approved third-party service providers.
Select, assign, and evaluate origin agents, destination agents, dispatch agencies, carriers, and vendors based on service quality, compliance, operational performance, geographic coverage, and business value.
Investigate and resolve service failures, disputes, recurring operational issues, and vendor performance concerns.
Serve as the primary escalation point for complex, high-risk, delayed, or non-compliant shipments and drive resolution through cross-functional collaboration.
Partner with Customer Care by providing shipment status updates, schedule changes, operational guidance, program interpretations, and resolution details necessary for customer communications.
Train, coach, and develop team members on Department of State procedures, move management systems, documentation requirements, tender compliance, quality standards, and escalation protocols.
Reinforce standard operating procedures (SOPs), quality controls, accountability measures, and operational best practices.
Analyze operational performance, compliance metrics, service failures, workload trends, and financial impacts.
Collaborate with Relocation leadership, Finance, and cross-functional teams to support staffing plans, risk mitigation efforts, process improvements, and strategic program objectives.
Perform other duties as assigned.

Supervisory Responsibilities

Lead and supervise the Department of State Move Management team, including remote employees.
Plan, assign, and monitor daily work activities and workload distribution.
Train, mentor, coach, and support employee development.
Assist with onboarding and ongoing training initiatives.
Conduct quality reviews and performance evaluations.
Provide performance feedback and address workflow concerns.
Partner with management and Human Resources on employee relations, performance management, and staffing initiatives.

Qualifications

To perform this position successfully, an individual must demonstrate a high degree of accuracy, organization, judgment, accountability, and follow-through. The successful candidate must possess strong knowledge of Department of State move management operations, government tender requirements, international transportation processes, operational controls, and team leadership practices.

Required Knowledge, Skills, and Abilities

Advanced knowledge of Department of State household goods move management requirements, tenders, reporting requirements, shipment documentation, allowances, and compliance standards.
Strong understanding of international household goods transportation, air and ocean freight operations, warehouse processes, and origin and destination service provider functions.
Proven leadership, team management, workload prioritization, decision-making, and escalation resolution skills.
Ability to interpret government requirements and communicate operational expectations clearly and effectively.
Strong analytical skills with the ability to assess service failures, audit findings, operational metrics, shipment costs, and performance trends.
Proficiency in Microsoft Office Suite, including Word, Excel, Outlook, Teams, and PowerPoint.
Experience working with move management, transportation management, government reporting, or relocation systems.

Education and Experience

Bachelor's degree in Business, Logistics, Transportation, Supply Chain Management, or a related field preferred; or an equivalent combination of education and relevant experience.
Minimum of 5 years of experience in international household goods relocation, government move management, or transportation operations.
Advanced knowledge of Government Tenders of Service required.
Demonstrated understanding of domestic and international freight forwarding and transportation operations.
Prior supervisory or team leadership experience preferred.

Certificates, Licenses, and Registrations

None required.

Security Clearance

Must be eligible to obtain and maintain a Department of State security clearance and/or any other required government background investigation, as applicable.

Language Skills

Strong verbal and written communication skills.
Ability to read, analyze, and interpret contracts, tenders, operating procedures, and other business documents.
Ability to prepare reports, correspondence, and operational documentation.
Ability to effectively communicate with employees, customers, vendors, agents, and government representatives.

Physical Requirements

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.

Regular use of computers, keyboards, and office equipment.
Frequent sitting, standing, and walking.
Ability to communicate effectively in person, by telephone, and through electronic communications.
Occasionally lift or move up to 25 pounds.

Work Environment

The work environment is primarily a professional office setting with moderate noise levels. This role regularly collaborates with remote employees, vendors, government agencies, and global service partners. Occasional travel may be required.

Equal Employment Opportunity Statement

Our company is an Equal Opportunity Employer and is committed to creating a diverse and inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information, sexual orientation, gender identity, or any other protected status under applicable law.

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