International Logistics Operations Manager (m/f/d)

About:
Chrono24 is the world’s leading online marketplace for luxury watches, connecting buyers and sellers across more than 100 countries. As our global business continues to grow, logistics performance is a critical part of our customer experience. 
To support our logistics strategy, we are looking for an experienced  International Logistics Operations Manager to strengthen our operational capability and elevate how we manage cross-border delivery performance. 
This role sits at the centre of our international ecosystem. You will work closely with global carriers, brokers, and internal teams to ensure our logistics services operate reliably, efficiently, delivering exceptional customer experience. 

You will report directly to the Director of Operations and collaborate closely with our Product & Tech, Legal & Compliance, Partner Management, Customer Care and Finance teams. 

Whilst this position can be based remotely (ideally in Germany) occasional travel to our headquarter location in Karlsruhe is expected (6-10x per year, covered by Chrono24). 

The Role 
We are seeking a highly experienced international logistics operations specialist with deep operational knowledge ideally gained within global parcel or express carrier networks. 
You will play a key role in strengthening our operational back office support team, developing carrier partnerships and ensuring world-class delivery performance for our global marketplace. 
This is a hands-on operational leadership role suited to someone that understands international parcel flows, cross-border processes, advanced shipment visibility, and complex operational problem solving.

What you can expect:
International Logistics Operations• Operational responsibility for our cross-border and domestic logistics flows across multiple carriers and regions, landed‑cost logic (duties/taxes), brokerage setup where needed, and DDP processes for marketplace clients.
• Act as the internal expert on international parcel operations, routing logic, and service performance. Ensuring smooth execution of cross-border shipments across our global marketplace network. 

Carrier & Partner Collaboration • Work closely with international carriers, brokers and logistics partners to monitor operational performance, negotiate contracts, commercial terms and performance KPIs.
• Support the development and optimisation of carrier partnerships and operational agreements.
• Identify opportunities to improve service reliability, transit times and operational efficiency.

 Customer Experience and Operational Excellence• Standardize packaging/labeling guidelines, and proactive communication to ensure return shipments operate smoothly, directly leveraging customer satisfaction
• Provide expert support for high-value customer cases and major account escalations.
• Lead resolution of complex cross-border logistics issues requiring carrier coordination, ensuring customer complaints are resolved quickly with clear operational accountability.
• Process Improvement for handling exceptions and escalations to resolve cases quickly in coordination with Customer Care.
• Identify opportunities to improve operational processes, workflows and shipment visibility.
• Collaborate with Product & Tech teams to enhance tracking, reporting and logistics tooling.

Advanced Tracking & Operational Diagnostics• Analyse complex shipment tracking data to proactively identify operational issues, root cause of problems and performance trends.
• Investigate and resolve delivery failures, customs delays, routing issues and service disruptions.
• Develop structured complaint cause analysis and corrective action plans.
• Report key logistics KPIs and drive continuous improvement using operational data; on‑time & first‑delivery success, damage/loss, cost per shipment, and returns; turn insights into actions.

Strategic Contribution• Support the delivery of our logistics strategy by translating operational insight into practical improvements.
• Provide subject-matter expertise on global parcel logistics and cross-border operations.
• Contribute to the design and implementation of new logistics services.
• Write SOPs, coordinate UAT and go‑live plans with Product/Tech and Customer Care, and train internal/external teams on new workflows.

Operational Compliance & Governance
• Responsible for customs/regulatory requirements, working with Legal/Finance to embed the requirements into processes & partner contracts; support audits with correct  documentation.
• Work with Product & Tech to implement label/tracking APIs and event webhooks, duty/tax engines and exception detection.

What sets you apart:
Experience
• 5+ years of experience in logistics (e‑commerce, marketplace, retail, 3PL, parcel/express, or related). 
• Experience within international parcel or express networks,  carrier management and brokerage networks is a strong plus.
• Strong background in international back-office operations, network support, or global customer solutions.
• Proven experience handling complex international logistics cases and operational escalations to customer satisfactory resolution.

Expertise
• Strong customs/compliance literacy: Incoterms (DDP/DAP), landed‑cost/duty & tax, export/import documentation, VAT/IOSS; experience with handling high‑value goods.
• Proven partner management & negotiation skills: RFQ/RFP, SLA frameworks, penalties/service credits, and QBR governance.
• Deep understanding of international parcel logistics processes including cross-border routing, customs interfaces, and carrier network operations.
• Advanced capability in shipment tracking analysis and operational diagnostics.
• Strong experience with high-level complaint resolution and major account support.

Personal Qualities
• Forward-thinking and adaptable.
• Calm under pressure when managing operational incidents.
• Curious and improvement driven.
• Motivated to contribute to the growth of a modern, international digital business.
• Very good command of the English language.

Other Skills
• Strong analytical mindset with ability to identify root causes across complex logistics systems. 
• Ability to turn operations data into actions that create customer satisfaction.
• Highly proactive and solutions-oriented approach with carriers and internal teams.
• Ability to operate effectively within fast-moving international environments.
• Structured, solution-orientated way of working, taking on ownership of key projects.
• Excellent communication skills for clear SOPs, stakeholder alignment, and contract discussions; structured, pragmatic, delivery‑oriented.
• Proficient use of Microsoft’s suite (in particular PowerPoint, Excel, and Word).

What we offer:
• We’re not just a pleasant place to work, we encourage those who are self-motivated, crave autonomy, and thrive on making an impact.
• Be part of a modern, purpose-driven company where logistics performance is central to our international growth, passion for customer experience and purpose driven values.
• Work in a dynamic and exciting global marketplace operating across 100+ countries.
• Collaborate with cross-functional teams across operations, product development, technology and partner management.
• Benefit from flexible remote working within Germany whilst contributing to a truly international business.