Director, Customs Brokerage Operations

Director, Customs Brokerage Operations

Compensation: $150,000 Annually

Job Description:

The Director of Customs Brokerage Operations is responsible for leading day‑to‑day execution, performance, and compliance across the company’s U.S. customs brokerage network, including bonded facilities such as Foreign Trade Zones (FTZs), Container Freight Stations (CFS), and bonded warehouses. This role ensures operational consistency, regulatory adherence, and service excellence across multiple sites while driving continuous improvement and supporting strategic initiatives set by executive leadership.

The Director acts as a key operational leader, translating strategy into action, strengthening process discipline, and ensuring the brokerage and bonded operations deliver accuracy, speed, and exceptional customer experience.

Key Responsibilities

Operational Leadership

• Lead multi‑site customs brokerage operations, ensuring consistent execution across all entry types and bonded environments (FTZ, CFS, bonded warehouse).
• Oversee daily performance, productivity, and service delivery across regional teams.
• Implement standardized SOPs, KPIs, and quality controls to ensure accuracy, timeliness, and compliance.
• Drive operational readiness for growth, new services, and customer onboarding.

Bonded Facilities & FTZ Oversight

• Manage operational performance and compliance for FTZs, including admissions, weekly entry processes, inventory control, and CBP reporting.
• Oversee bonded warehouse and CFS operations, ensuring adherence to 19 CFR requirements and maintaining audit‑ready environments.
• Partner with Compliance and IT to maintain robust inventory control systems and bonded‑facility recordkeeping.

Regulatory Compliance & Risk Management

• Ensure all brokerage and bonded operations comply with CBP regulations, PGA requirements, ACE/ABI standards, ISF, CTPAT, and FTZ Board rules.
• Support internal audits, corrective action plans, and continuous improvement of compliance programs.
• Maintain strong working relationships with local CBP ports and regulatory agencies.

Process Improvement & Digital Enablement

• Identify operational inefficiencies and lead initiatives to improve speed, accuracy, and cost effectiveness.
• Support implementation of automation tools, digital workflows, and data‑driven reporting.
• Partner with Technology teams to enhance systems used for entry processing, FTZ inventory management, and document control.

Customer Experience & Cross‑Functional Partnership

• Ensure high‑quality service delivery for key accounts, including FTZ and bonded‑facility customers with complex requirements.
• Collaborate with Sales, Solutions, and Account Management to support RFPs, implementations, and issue resolution.
• Serve as an escalation point for operational or compliance‑related customer concerns.

People Leadership

• Lead, coach, and develop managers, supervisors, licensed brokers, and bonded‑facility personnel.
• Build a culture of accountability, compliance, and continuous improvement.
• Ensure effective staffing, training, and succession planning across all assigned sites.

Qualifications

• 8–12+ years of experience in U.S. customs brokerage operations, including bonded facilities and FTZ environments.
• Strong knowledge of CBP regulations, 19 CFR, FTZ Board rules, and PGA requirements.
• Proven leadership experience managing multi‑site operations in a 3PL, freight forwarder, or customs brokerage environment.
• Demonstrated success improving operational performance, standardizing processes, and driving compliance.
• Experience with digital tools, automation, and data‑driven operational management.
• Licensed Customs Broker (LCB) required.
• FTZ operational experience strongly preferred.

Success Profile

A high‑performing Director is:

• Operationally disciplined, with strong execution and follow‑through
• Compliance‑anchored, ensuring accuracy and audit readiness
• Process‑oriented, able to standardize and scale
• Data‑driven, using metrics to manage performance
• Collaborative, partnering across functions and with customers
• A builder, strengthening teams, systems, and workflows

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