Senior Director, Customs Automation and Industry Solutions

Role Purpose

The Senior Director, Customs Automation and Industry Solutions leads the global Customs, Clearance & Gateways (CCG) Automation, AI, BI, and Customer/Industry Solutions portfolio (Buisness Capability focus).

Accountable for translating operational automation, compliance, customer and commercial requirements into scalable, standardized digital capabilities that drive efficiency, compliance, and customer value.

The role owns a portfolio of AI, automation, reporting, and customer-facing solutions, and ensures solutions are operationally robust, commercially relevant and compliant, while driving innovation and shaping new industry solutions.

Key Responsibilities

Strategy & Roadmap

• Define and own the roadmap for automation and customer industry customs solutions in line with business priorities, compliance needs, and customer expectations.
• Prioritize deliverables and enhancements across existing Global Trade Services (GTS) and new related services to balance business value, feasibility, and operational impact.
• Shape the direction of new automation and industry solutions through research, discovery, and early-stage concept definition.

Customer & Stakeholder Management

• Engage automation, customer-facing, commercial, operations, and stakeholders to align priorities and secure buy-in on roadmap and delivery plans.
• Represent the business voice for automation and customer-facing customs products, ensuring operational needs are reflected in solution design.
• Manage expectations across internal and external stakeholders on scope, timelines, dependencies, and customer impact.

Business Analysis & Solution Design

• Translate customer, industry, and operational requirements into clear business capabilities and solution requirements.
• Identify gaps, risks, and improvement opportunities across automation, customer contact, broker-facing, and industry-specific customs processes.
• Define and support business cases, process design, and requirements for new and enhanced capabilities.

Product & Program Leadership

• Own the lifecycle of existing GTS automation and capabilities including new concepts from creation through to deployment and adoption.
• Lead product and project teams to deliver solutions on time, within scope, and to the required quality including auditing techniques and presentation.
• Work with IT and BIT partners to design and deliver automation, customer reporting, operational support, and industry-specific capability enhancements.

Deployment & Change Management

• Oversee deployment readiness, including training, pilot support, and rollout preparation.
• Ensure new and enhanced solutions are signed off, accepted, and embedded into operational processes.
• Support post-implementation follow-up to confirm adoption and resolve issues impacting customers or operations.

Operations & Issue Resolution

• Conduct operations reviews and audits to validate requirements against real-world customer and customs compliance needs.
• Provide contingency support for automation, customer-facing customs processes and related system issues.
• Maintain close collaboration with compliance and operational stakeholders to ensure controls remain effective and customer solutions remain fit for purpose.

Do you have what it takes?

• University degree or equivalent, preferably in Business, Operations, Logistics, Customs, or Information Technology.
• Professional training or certification in project/program management, process improvement, or related disciplines is an advantage.
• Strong understanding of automation, customer-facing solution design and customs operating environments is preferred.
• Minimum 10 years of multi-disciplined experience, including at least 5 years in automation, customer-facing, customs, operations, or related leadership roles.
• Proven experience leading complex global capabilities, programs, or product portfolios in a matrix environment.
• Strong background in translating customer, commercial, and operational requirements into system and process solutions.
• Experience working with senior stakeholders across automation, customer-facing teams, commercial, operations, customs, and IT/BIT.
• Excellent communication, analytical, and stakeholder management skills, with the ability to lead change across a global organization.
• Excellence in English (written and verbal).