Director Service Excellence & Enablement (f/m/d)

About us

What if your work could drive change in a globally established industry, shaping processes that touch every corner of the world? At Forto, we are at the forefront of change, harnessing the power of AI to revolutionise logistics. We want to reinvent digital supply chains to be transparent, frictionless and sustainable. From day one, our mission has been to simplify global trade - creating a seamless and efficient logistics process.  

About the role

As Director, Service Excellence & Enablement, you will shape how Forto delivers operational excellence and exceptional customer experiences.
You’ll design the frameworks, governance, and enablement strategies that drive consistent, high-quality execution across Operations. Acting as a strategic partner to senior leadership, you’ll align performance, process, and incentives to scale excellence globally.
This is a high-impact role for a strategic thinker who combines analytical rigor with the ability to influence and lead change.

Key Responsibilities

• Lead Forto’s Operational & Service Excellence framework to elevate execution quality, customer service, and decision-making.

• Own performance standards definitions, KPIs, and governance structures that align Operations with strategic goals.

• Design and scale enablement programs that strengthen commercial awareness, solution delivery, and customer experience.

• Lead the Ops Enablement Team, setting vision, goals, and processes for change management, process documentation, and product feedback.

• Partner with Rewards and Operations Leadership to design incentive structures that align operational behavior with business outcomes.

• Leverage AI and automation to streamline training, documentation, and process design.

• Identify and drive the adoption of operational best practices to foster a culture of continuous improvement.

• Lead the governance cadence for operational performance review and cross-functional alignment.

• Act as a strategic advisor to senior leaders, shaping operational strategies and ensuring effective implementation across regions.

Required Skills and Experience

• 10+ years in consulting or senior operational/strategy leadership in logistics, supply chain, or freight forwarding.

• Proven success defining and scaling operational governance, performance, or CX frameworks.

• Strong analytical and data-driven mindset, comfortable with complex operational metrics.

• Strategic, structured thinker with the ability to translate vision into actionable frameworks.

• Skilled at influencing and aligning stakeholders across functions and regions.

• Experience in logistics or freight forwarding is strongly preferred.

• Proven team leadership—able to build, scale, and inspire high-performing teams.

• Excellent communication and storytelling skills to drive engagement and adoption.

Don’t fit all of our criteria? That’s okay! We know that you might be hesitant to apply if you don’t meet all our requirements, but here at Forto, we pride ourselves on embracing diverse perspectives and celebrating potential. If you are passionate about this position and the Forto values, please apply anyway. There could be a place for you in this role - or another one that’s a perfect fit! 

Why work with us?

Our team is hard-working, constantly seeking to maximise the impact of their work, but we put our people first, always winning with care. We value efficient systems and swift, direct communication. We want everyone to have their time to speak, so that we can embrace diverse perspectives to help drive towards solutions always.