Position Summary: The Senior Account & Operations Manager is responsible for managing and strengthening key client relationships while overseeing service delivery and operational performance within a fast-paced transportation and logistics environment. This position serves as a primary liaison between clients and internal operations teams, ensuring customer expectations are consistently met through proactive communication, responsive problem-solving, and operational excellence.The Senior Account & Operations Manager is a customer-focused leader who understands the complexities of transportation and logistics operations and can effectively balance client needs with business objectives. This individual will play a critical role in maintaining client satisfaction, resolving service challenges, identifying opportunities for improvement, and supporting long-term account retention and growth.Key Duties and Responsibilities:Client Relationship Management & Customer ServiceServe as the primary point of contact for assigned key accounts, building and maintaining strong, trusted relationships with clients and their leadership teams.Deliver a high level of customer service through proactive communication, timely follow-up, and effective resolution of client concerns.Develop a thorough understanding of each client's business, operational requirements, service expectations, and performance objectives.Conduct regular client meetings, business reviews, and service performance discussions to ensure alignment with customer expectations.Anticipate client needs and proactively identify potential service challenges before they impact operations or customer satisfaction.Manage escalated customer concerns with professionalism, urgency, and a solutions-oriented approach.Promote long-term account retention by consistently delivering value, responsiveness, and dependable service.Identify opportunities to expand existing client relationships through enhanced services, operational improvements, and additional business opportunities.Operational Oversight & Service DeliveryPartner with operations leadership to ensure transportation and logistics services are delivered in accordance with client expectations, contractual commitments, and established service standards.Monitor daily operational performance, including service reliability, on-time performance, productivity, responsiveness, and issue resolution.Coordinate with dispatch, transportation, warehouse, yard operations, and other internal teams to ensure seamless service delivery.Identify operational inefficiencies, service gaps, and recurring challenges, working collaboratively with internal stakeholders to implement sustainable solutions.Support operational planning and resource coordination to ensure adequate coverage and responsiveness to changing client demands.Assist in managing service disruptions, urgent customer requests, and operational escalations to minimize business interruptions.Ensure operational changes, service adjustments, and customer requirements are communicated clearly and implemented effectively.Support continuous improvement initiatives that enhance service quality, operational efficiency, and customer satisfaction.Account Performance & Business ManagementMonitor and evaluate key performance indicators (KPIs), service-level agreements (SLAs), and other account-specific performance metrics.Prepare and present client performance reports, operational updates, and recommendations for service improvement.Collaborate with internal leadership to develop corrective action plans when service expectations are not met.Track client feedback, service trends, and recurring operational issues to identify opportunities for improvement.Support account profitability by identifying opportunities to improve operational efficiencies and manage service-related costs.Partner with business development and senior leadership to support client retention, contract renewals, and account growth opportunities.Maintain accurate documentation of client commitments, operational requirements, service issues, and resolution activities.Cross-Functional Collaboration & LeadershipAct as a key communication link between clients, operations teams, and company leadership.Build productive working relationships across departments to ensure a coordinated and consistent approach to customer service.Provide guidance and support to operational teams regarding client expectations, service priorities, and communication standards.Collaborate with managers and supervisors to reinforce accountability, service excellence, and timely issue resolution.Facilitate communication during operational changes, new account implementations, service expansions, and process improvements.Escalate significant operational, financial, or customer relationship risks to appropriate leadership with recommended solutions.Foster a culture of professionalism, accountability, collaboration, and customer-focused service delivery.Required Qualifications:Education & ExperienceBachelor's degree in Business Administration, Logistics, Supply Chain Management, Transportation, or a related field preferred; equivalent professional experience will be accepted in lieu of a degree.Minimum of 5-7 years of progressive experience in transportation, logistics, supply chain operations, account management, or a related industry.Demonstrated experience managing key client relationships in a service-driven operational environment.Strong working knowledge of transportation and logistics operations, including dispatch, distribution, delivery performance, and service coordination.Experience managing customer escalations, operational challenges, and service recovery efforts.Prior experience working with large commercial accounts, distribution centers, third-party logistics providers (3PLs), or dedicated transportation operations preferred.Experience monitoring operational KPIs, SLAs, and customer performance metrics.Previous leadership or cross-functional team management experience preferred.Exceptional customer service and relationship management skills, with the ability to establish credibility and trust with clients at all organizational levels.Strong interpersonal, verbal, and written communication skills.Demonstrated ability to navigate challenging customer interactions and resolve complex service issues professionally and effectively.Strong operational judgment with the ability to balance customer expectations, service commitments, and business priorities.Excellent organizational, time management, and problem-solving abilities.Ability to manage multiple priorities and respond effectively in a fast-paced, time-sensitive environment.Strong analytical skills with the ability to interpret performance data, identify trends, and recommend improvements.Ability to influence outcomes and drive accountability across cross-functional teams.Proficiency in Microsoft Office applications, including Excel, Outlook, PowerPoint, and Teams.Familiarity with transportation management systems (TMS), warehouse management systems (WMS), and customer relationship management (CRM) platforms preferred.Ability to exercise sound judgment, discretion, and professionalism when handling sensitive customer and business matters.Ability to work a flexible schedule to accomplish business objectives. This may include weekends, holidays, early/late/overnight shift work.Compensation details: 00 Yearly SalaryPIcab11c7a0-
