Director, Managed Trade Services

Director, Managed Trade Services

Overview

The Director, Managed Trade Services is responsible for leading, scaling, and optimizing a portfolio of value‑added trade services that extend beyond standard customs brokerage. This role oversees programs such as classification management, trade advisory, post‑entry services, PGA coordination, drawback, audit support, and ongoing compliance management. The Director ensures operational excellence, regulatory accuracy, and a high‑touch customer experience while driving growth and profitability across the MTS product suite.

This leader serves as the connective tissue between operations, compliance, sales, and customers—translating complex trade requirements into structured, repeatable, revenue‑generating services.

Key Responsibilities

Service Delivery & Operations

• Lead day‑to‑day delivery of Managed Trade Services, ensuring accuracy, timeliness, and regulatory compliance.
• Build and maintain SOPs, workflows, and quality controls across classification, valuation, PGA filings, post‑entry work, and advisory services.
• Oversee workload planning, resource allocation, and performance management for the MTS team.
• Implement scalable processes and technology to improve efficiency and reduce risk.

Compliance & Risk Management

• Ensure all services adhere to CBP regulations, PGA requirements, and internal compliance standards.
• Oversee internal audits, corrective actions, and continuous improvement initiatives.
• Serve as a subject‑matter expert on classification, valuation, origin, ADD/CVD, and post‑entry processes.
• Partner with the Licensed Customs Broker(s) to maintain a strong compliance posture.

Client Management & Solutions

• Act as the senior point of contact for key MTS clients, providing guidance on trade strategy, regulatory changes, and operational performance.
• Translate client needs into structured service offerings and long‑term programs.
• Support onboarding of new clients, ensuring smooth transition and clear expectations.

Product & Revenue Growth

• Develop and refine the Managed Trade Services product suite, identifying opportunities for new offerings or enhancements.
• Partner with Sales/Commercial teams to scope, price, and position MTS solutions.
• Track profitability, utilization, and revenue performance across all service lines.

Leadership & Team Development

• Lead, mentor, and develop a team of trade analysts, specialists, and compliance professionals.
• Foster a culture of accuracy, accountability, and continuous improvement.
• Provide training and knowledge development across the broader organization.

Qualifications

• 7–10+ years of experience in customs brokerage, trade compliance, or managed trade services.
• Deep knowledge of CBP regulations, HTS classification, valuation, origin, PGA requirements, and post‑entry processes.
• Experience managing teams in a high‑volume, deadline‑driven environment.
• Strong analytical, organizational, and communication skills.
• Proven ability to build scalable processes and deliver high‑quality client service.
• Licensed Customs Broker (LCB) preferred but not required.

#LI-Onsite #LI-KB1

Since 1990, Forward Air has been a leading provider of ground transportation and related logistics services to the North American air freight and expedited LTL market. We offer surface shipping on an accelerated “time-definite” basis, delivering cargo at a specific time, but under less time-sensitive situations – supplying you with a cost effective, reliable alternative to air transportation. We work with companies of all sizes to develop tangible advantages and build the best products to meet your specific needs. Forward Air presents to the wholesale transportation community (logistics companies, freight forwarders, integrated air cargo carriers, passenger/ cargo airlines, and non-traditional shippers), a single-source provider that can deliver more supply chain services and a superior menu of choices. Throughout the years we have added supplementary lines to our linehaul service, such as full truckload operations (Truckload Services), final-mile coverage (Complete® Cartage), and an Airline Logistics program, and we will continue to expand our services to meet the changing needs and growth of our customer base.

Forward Air is structured to optimize both savings and service to our customers. Direct partnerships with owner-operators and other surface transportation providers, enable us to remain cost-competitive. The Forward Air network is designed with over 90 facilities located at or near major U.S. and Canadian airports, 12 regional sort centers and over 300 beyond points (secondary airports provided through our Complete Cartage service), creating one of the most comprehensive linehaul networks in the industry.

Ranked 3rd in Newsweeks 2022 "Americas Most Trustworthy Companies" publication