The Manager, Account Operations serves as the customer relationship owner and account operations leader within an assigned operations location. They are responsible for overseeing customer satisfaction, service performance, account retention, and operational alignment across the Company's transportation and logistics services. They lead a team of account management professionals while partnering with operational leadership, customers, carriers, vendors, and commercial stakeholders to ensure exceptional service delivery and long-term account success. They provide strategic direction for customer engagement, issue resolution, process improvement, and account growth initiatives. They are accountable for fostering strong customer partnerships, optimizing operational performance, and driving a culture of service excellence. 

Base Pay: $70,000-79,000

Incentive Eligible

Schedule: Monday- Friday 1st shift/ Mid-day, exact hours tbd, onsite

Responsibilities

• Serve as the senior customer relationship owner for assigned accounts and customers within an operations location.

• Lead, coach, and develop Operations Account Managers, Operations Account Coordinators, and other account operations personnel to drive performance, service excellence, and professional growth.

• Establish and maintain executive-level and operational customer relationships to support account retention, satisfaction, and long-term partnership development.

• Partner with site and regional operational leadership to align customer expectations with operational execution and business objectives.

• Oversee customer service performance, account health, operational metrics, and customer feedback to identify risks, trends, and opportunities for improvement.

• Lead resolution efforts for significant customer concerns, service failures, escalations, and complex operational issues.

• Conduct and oversee customer business reviews, performance meetings, and strategic account planning discussions.

• Ensure account-specific service requirements, operating procedures, KPIs, reporting obligations, and contractual commitments are consistently executed.

• Analyze service, operational, financial, and customer performance data to identify opportunities for continuous improvement and account growth.

• Collaborate with Sales, Operations, Finance, and other functional leaders to support customer retention, business development, and service expansion initiatives.

• Provide strategic guidance on customer onboarding, account transitions, new service implementations, and operational change management activities.

• Monitor labor utilization, team workload, and account support resources to ensure effective customer coverage and service delivery.

• Champion customer advocacy within the organization while balancing operational capabilities, service commitments, and business objectives.