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Regional Cargo Services Support Manager

  • CSD - Cargo Services Delivery
  • New York, New York, USA
  • Cathay Pacific
  • Application Deadline
    30 Sep 2022
Company Description

Let your passion fly! We’re proud to be one of the world’s leading airlines. Our reputation is built on a long track record of success, an ongoing commitment to our home Hong Kong, and on the delivery of customer service that’s straight from the heart. All of this is possible due to our talented people who share our passion for aviation and our commitment to being the best. Our global family can open up a world of opportunities for you. This means that your first role at Cathay Pacific won’t be your last. It could take you anywhere. Join us and discover just how far you can go!

Role Introduction

Cathay Pacific Airways is looking for a motivated individual to support Cargo Services in executing the corporate strategy and various initiatives relating to cargo services and delivery within the region. The successful candidate will drive operational excellence and service delivery by partnering with regional stakeholders to provide clarity, guidance and support on the set performance targets and established matrix. The candidate will also serve as an extension of Cargo Service Delivery in the region and in support of the regional strategy. We are seeking candidates residing in Eastern USA, ideally where Cathay operates in.

Key Responsibilities

Service Delivery and Excellence

  • Assist the Regional Head of Cargo and Regional Cargo Services Manager in managing all aspects of cargo services and operations in the region to give Cathay a competitive edge in terms of service quality
  • Assist to establish cargo services standards across the region in accordance with corporate Key Performance Indicators and develop workable strategies to achieve and maintain these standards in each port
  • Coordinate the regional trucking services to deliver a consistent and high quality cargo and mail service to offline ports
  • Liaise closely with all port, regional and corporate stakeholders to ensure proper communication is maintained and focus areas are aligned
  • Support operational excellence by using available service performance tools and established Key Performance Indicators and Service Level Agreements
  • Seek opportunities to drive ancillary revenue and improve the cargo service customer experience
  • Liaise with regional support teams set SMART goals targeting specific performance areas
  • Manage the ground handling management of all charter services to ensure problem-free operations
  • Help to monitor and improve Cargo iQ performance and supplier management assessment score both Cargo Terminal Operator and Regulated Handling Agent
  • Assist the Regional Head of Cargo and Regional Cargo Services Manager to oversee the regional Unit Load Device compliance program
  • Liaise with Group Quality to oversee port audit program and initiate self-audits as required

Safety and Regulatory Compliance  

  • Conform to the required safety and security standards, meet all company, local, international aviation, authority and legal requirements
  • Coordinate all safety issues in the region relating to cargo services, specifically but not limited to handling of dangerous goods, freighter load control, cargo build up and aircraft loading
  • Work with the Cargo Managers to oversee each port’s Emergency and Accident and Business Continuity Plan

Efficiency Improvement

  • Ensure that awareness of e-AWB and e-Freight within the industry is actively promoted and support implementation initiatives
  • Provide regional feedback and direction relating to service initiatives and in support of the service strategies created by Head Office

Bridging Head Office / Regional Office and Local Sales Teams

  • Work with the Head Office team on all security matters including liaison with local authorities as required
  • Manage and facilitate the set-up of new cargo stations in conjunction with Head Office directives
  • Actively support the execution of services strategies within the region
  • Act as regional trainer as required by Cargo Service Delivery
  • Actively support the Commercial team in driving and delivering customer solutions initiatives in line with corporate strategy
  • Help to ensure that Cathay’s interests are promoted and liaise with Head Office with market reviews on services and provide meaningful regional feedback

Partnerships and External Liaisons

  • Work with Airline Purchasing Department, Regional Head of Cargo, and port cargo management to appoint preferred third party handling agents in each port and establish binding Service Level Agreements and closely monitor performance against the Service Level Agreement
  • Develop close and effective working relationships with regional Ground Handling Agents, as appropriate, to extract maximum value from the relationship


  • Emergency and Accident and Crisis Response responsibilities as required

  • University degree (or tertiary equivalent) in a related discipline
  • A minimum of 6 years cargo or aviation related experiences
  • Strong working knowledge of airline and the international air freight industry
  • Strong IT knowledge and experience with various airline systems
  • Proven success records in setting and achieving goals and targets
  • In-depth communication, management and demonstrated leadership ability
  • Superior interpersonal and communication skills
  • Must comply with the Company’s mandatory COVID-19 Vaccination policy
  • Must have the permanent legal right to live and work in USA
Personal & Application Information

Cathay Pacific Airways is an Equal Opportunities Employer (EOE, Including Disability/Vets). Personal data provided by job applicants will be used strictly in accordance with our personal data policy and for recruitment purposes only. Candidates not notified within eight weeks may consider their application unsuccessful. All related information will be kept in our file for up to 24 months. A copy of our Personal Information Collection Statement will be provided upon request by contacting our Data Protection Officer

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