Director of Customer Operations

Job Description

Capital Logistics Group is seeking an experienced Director of Customer Operations to support and scale our customer and carrier operations. This role partners closely with senior leadership to drive operational excellence, develop high-performing teams, and ensure consistent, high-quality service delivery across the brokerage.

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About the Role

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This role partners closely with senior leadership to drive operational excellence, develop high-performing teams, and ensure consistent, high-quality service delivery across the brokerage.

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Responsibilities

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• Oversee operational execution across both large-market and SMB shipper segments while applying multi-faceted people management skills to lead, coach, and develop high-performing teams.
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• Lead, mentor, and develop Account Managers, Operations Specialists, Tracking, and Billing teams.
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• Partner with Carrier Sales on load coverage, customer quote prioritization, and service recovery efforts.
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• Act as an escalation point for operational issues, claims, disputes, and service failures.
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• Partner with Carrier Sales team to support carrier vetting, performance management, and capacity strategy.
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• Ensure accurate tracking, timely documentation, billing compliance, and regulatory adherence.
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• Monitor KPIs and market trends to inform operational decisions and continuous improvement initiatives.
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• Support after-hours and weekend coverage as needed to maintain service continuity.
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Qualifications

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• Bachelor’s degree in Business, Logistics, Supply Chain, or related field (MBA preferred).
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• 5–8+ years of logistics or transportation experience with demonstrated leadership responsibility.
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• Strong operational leadership, problem-solving, and communication skills.
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• Proficiency with TMS platforms and data-driven performance management.
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Required Skills

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• Strong operational leadership.
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• Problem-solving skills.
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• Communication skills.
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• Proficiency with TMS platforms.
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• Data-driven performance management.
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Pay range and compensation package

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Capital Logistics Group offers a fast-paced, growth-oriented environment where leaders can make a meaningful impact. This role provides the opportunity to influence strategy, develop talent, and support the continued expansion of our brokerage operations.

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Capital Logistics Group is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.