Strategic Account Operations Manager

Strategic Account Operations Manager

Job Category: Client Services

Location: Houston, TX 77073, USA

Job Details

Essential Job Functions

• Serve as the primary onsite point of contact supporting the client's logistics and operational needs
• Build and maintain strong relationships with client stakeholders and internal operational teams
• Oversee and coordinate the activities of client service support personnel
• Provide coaching and guidance to team members supporting the client account
• Develop and maintain operational procedures that support service consistency and client satisfaction
• Troubleshoot and resolve escalated shipment, service, or operational issues
• Resolve complex concerns related to orders, delivery timelines, shipment visibility, or documentation
• Track and monitor shipment activity from origin through final delivery
• Confirm cargo readiness and shipment status updates
• Work with customs brokers to ensure shipments are cleared and delivered timely
• Coordinate with 3PL and 4PL providers to support operational execution
• Support documentation review and green-light approval processes
• Proactively communicate shipment delays, risks, and operational updates to stakeholders
• Track client concerns, inquiries, and service trends while identifying opportunities for process improvement
• Establish service expectations, operational goals, and performance metrics for the onsite support function
• May directly manage complex or high-priority client inquiries
• Other duties as assigned

Other Skills & Abilities

• Strong client relationship management and customer service skills.
• Working knowledge of freight forwarding, transportation, and logistics operations.
• Ability to manage time-sensitive shipments and operational escalations in a fast-paced environment.
• Strong organizational skills and attention to detail.
• Ability to prioritize multiple tasks and manage competing deadlines.
• Effective verbal and written communication skills.
• Strong problem-solving and decision-making abilities.
• Ability to build collaborative relationships with clients, carriers, brokers, and internal operational teams.
• Experience coordinating with 3PL and 4PL providers.
• Knowledge of import/export processes, shipment documentation, and cargo movement.
• Ability to analyze operational issues and recommend process improvements.
• Strong conflict resolution and follow-through skills.
• Proficiency with Microsoft Office Suite and transportation/logistics systems.
• Ability to work independently while maintaining a high level of accountability and operational ownership.
• Ability to maintain professionalism and composure in high-pressure operational environments.

Physical Requirements

• Talking, hearing and using hands to operate computer equipment
• Vision abilities required by this job include close vision and the ability to adjust focus
• Job may require extended sitting or standing, use of standard office equipment.

Work Environment/Schedule Expectations

This position is primarily onsite at the client's headquarters location supporting day-to-day operational and logistics activities. Standard business hours are generally Monday through Friday, 8:00 AM – 5:00 PM; however, due to the operational nature of the business, flexibility outside standard business hours may be required at times to support shipment execution, operational escalations, urgent client needs, or time-sensitive logistics matters.

The employee is expected to maintain responsiveness and operational ownership appropriate for a salaried exempt leadership role supporting a high-touch client environment.

Education & Experience

• High school diploma or GED required
• Minimum seven years industry experience required
• 6-7 years supervisory experience required

Certifications & Licenses

• Professional certification may be required in some areas.

Why Should You Work for Crane?

At Crane, we believe in providing our employees with excellent benefits at a Great Place to Work.

We offer:

• Quarterly Incentive Plan
• 136 hours of Paid Time Off which equals 17 days for the year, that can be used for Sick Time or for Personal Use
• Excellent Medical, Dental and Vision benefits
• Tuition Reimbursement for education related to your job
• Employee Referral Bonuses
• Employee Recognition and Rewards Program
• Paid Volunteer Time to support a cause that is close to your heart and contributes to our communities
• Employee Discounts
• Wellness Incentives that can go up to $100 per year for completing challenges, in addition to a discount on contribution rates

Come join the leader in logistics and take your career in the right direction.