Aira Robellon

I have spent 18 years in logistics, starting in frontline customer service and progressing into leadership roles across customer experience, business operations, and systems transformation.

Having worked in different areas of the business has helped me understand operations from different perspectives - from dealing directly with customers and leading teams to managing revenue-generating operations, improving processes, and implementing systems.

In my most recent role, I focused on business-side systems and transformation initiatives supporting first-mile, mid-mile, and last-mile operations. I translated operational problems and business requirements into system and process changes, led UAT and implementation activities, worked closely with vendors and stakeholders, and supported operational teams through change.

One thing I've learned is that implementing a new system isn't enough. It has to make sense for the people using it, improve the process it was meant to support, and ultimately work in day-to-day operations.

I'm now looking to bring that experience into a senior leadership role where operations, customer experience, and business transformation come together.

Outside of work, I enjoy the quieter things. I love spending time with family, friends, and my cats. I try to make time for a good book, enjoy visiting museums and appreciating art, and like discovering new places when I get the chance. I also volunteer through our church, particularly in the children’s ministry. I love learning, I love to laugh, and I appreciate the simple things that bring a little joy to everyday life.

Senior Operations Systems Manager | 2GO Express, Inc.

Led operational systems, process improvement, and transformation initiatives supporting logistics operations across first-mile, mid-mile, and last-mile processes.

• Led cross-functional implementation of operational systems and process improvements across multiple hubs, coordinating Operations, IT, BI, vendors, and other business stakeholders.
• Managed UAT, regression testing, deployment readiness, go/no-go activities, production implementation, and post-launch monitoring.
• Developed SOPs, process flows, training materials, user requirements, risk assessments, and implementation plans to support operational adoption.
• Led initiatives involving sorting and bagging solutions, shipment-status automation, ePOD integration, return processes, merchant tools, and operational reporting.
• Monitored adoption, operational performance, exceptions, and service issues and worked with stakeholders to identify root causes and implement improvements.
• Managed vendor coordination and supported SLA, business-continuity, and operational-governance requirements.
• Supported change management through stakeholder engagement, training, communication, and transition of new processes into day-to-day operations.

Previous Operations & Customer Service Leadership

Held progressive roles across logistics operations, customer service, and telesales, with experience leading teams and supporting service delivery in a high-volume logistics environment.

• Managed customer-service and operational teams, including team leaders and frontline employees.
• Monitored service levels, productivity, quality, customer concerns, and operational performance. • Led coaching, performance management, escalation handling, and service-recovery activities.
• Coordinated across operational teams to resolve shipment and customer issues and improve service delivery.
• Supported process improvements, reporting, SOP development, and implementation of new customer-service tools and workflows.

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