Context
Global trade management organization operating across customs brokerage, compliance, and post-entry services — supported by a fragmented set of legacy systems and manual processes. The program aimed to replace this ecosystem with a unified, scalable platform to improve efficiency, compliance, and customer experience across North America's largest customs brokerage operation.
Challenge & Complexity
Challenge
- Siloed tools and inconsistent workflows across pre-entry and post-entry processes
- Heavy reliance on manual communication across suppliers, brokers, clients, and regulatory entities
- High onboarding cost and operational risk due to lack of system visibility and standardization
- Need to modernize without disrupting mission-critical, time-sensitive operations
System Complexity
- 130+ epics across multiple service lines and functions
- Multi-actor ecosystem: internal teams, external brokers, clients, suppliers, and regulators
- High data variability and non-standard inputs requiring transformation and validation pipelines
- Interdependent workflows spanning classification, qualification, solicitation, audit, and reconciliation
System Design & Intervention
01
Operated as the single design and systems lead across the program, spanning business analysis, system design, and delivery coordination
02
Grounded the redesign in interviews and working sessions with internal and external users, translating operational pain points into system requirements and workflow priorities
03
Established a unified system model ("one system, process-driven") and translated fragmented processes into structured, role-based workflows
04
Mapped end-to-end data and decision flows (pre-entry → post-entry), including failure paths, handoffs, and validation loops
05
Defined user roles, permissions, and workstation models to support task-specific dashboards and operational visibility
06
Developed and maintained a large-scale interactive prototype spanning classification, qualification, and solicitation workflows — used to validate system logic, support executive alignment, and enable stakeholder buy-in
07
Synthesized complex business, user, and technical inputs into clear system models that aligned stakeholders, engineering, and leadership around delivery decisions
08
Co-shaped roadmap and sprint sequencing, staying ahead of development to ensure continuous delivery and reduce rework
Outcome
A cohesive, scalable operating platform replacing fragmented tools and manual processes — improving operational consistency, reducing compliance risk, and enabling faster, more reliable decision-making across global trade workflows. Adopted as the operational foundation for managing global trade workflows across internal teams and external partners, supporting onboarding, execution, and compliance processes.
