Client Operations Lead

Roadtex Transportation has become a leader in the nationwide LTL industry, specializing in transporting time and temperature-sensitive products. We handle refrigerated and LTL needs by leveraging no sailing schedules, our nationwide network of 32 strategically placed temperature-controlled facilities, our state-of-the-art tracking, and our specialized equipment and warehousing capabilities. In 2022, Roadtex was acquired by Echo Global Logistics. The acquisition brings a truckload brokerage and expanded transportation management solutions to Roadtex's customers while providing Echo with our national warehouse footprint and advanced temperature-controlled transportation solutions.


About the Job

• Serves as a senior individual contributor who delivers strong execution to complex, multi-modal accounts and spot quotes while acting as the day-to-day execution lead for a team of dedicated operators.
• Supports a Senior National Sales Rep as the primary liaison to Account Executives and Senior Account Executives, directly coordinating high-level account strategy, quarterly business reviews, and managing the distribution of day-to-day freight execution tasks
• Keeps the team of operators focused on higher-value work by coaching on consistent operating discipline, proactive stakeholder communication, and cross-functional resolution to deliver high levels of service.

Your Day-to-Day Mission

• Freight Operations
  • Delivers senior-level execution for an assigned sales rep's book, including quoting for complex modes and lanes, load execution oversight, customer communication, and issue resolution with minimal sales rep involvement.
  • Owns open board management so priority loads, exceptions, and commitments stay visible, actioned, and closed without dropped handoffs.
  • Prepares materials and strategy for routine quarterly business reviews (QBRs) with sales rep to translate performance insights into clear actions, aligned owners, and follow-through that improves execution consistency.
• Internal & Customer Communication
  • Acts as the first line of support for the team of operators by removing issues, answering questions, and escalating appropriately so freight execution progresses.
  • Leads onboarding and technology integration processes for large accounts by partnering with requisite technology teams to drive clear timelines, operating procedures, and success measures
• Team Leadership
  • Coaches and mentors team of direct reports through on-the-job activities and lessons.
  • Builds team fluency in core tools and workflows (TMS workflows, Echo systems) so execution is consistent and scalable.
  • Promotes cross-training and coverage planning so execution remains stable during PTO, turnover, and volume spikes.
  • Supports account strategy in partnership with the sales rep to translate commercial priorities into an execution plan across the team
  • Partners with the Operations Manager using internal reporting to surface operator trends, recommend corrective actions, and align on interventions like training, process fixes, and escalation handling.

Your Team Counterparts

• Sales reps / Sales managers: align on priorities and account strategy across customers, along and customer messaging so commercial and operational actions stay coordinated.
• Operations manager: provide performance insights, support direct report performance management, handle first-line triage, and escalate only what truly requires manager decision-making.
• Account Executives / Sr. Account Executives (team members): set standards, provide daily coaching tips and recommendations, and unblock execution so the team operates with consistency and confidence.
• Financial Ops / Billing teams: coordinate approvals and resolution on complex issues and escalate per policy when guardrails are exceeded.
• Integration teams: coordinate onboarding and technology connections for EDIs / APIs to connect customer portals with Echo systems
• Carrier Ops teams: coordinate capacity for account strategy and regularly review client performance metrics to ensure high service levels.
• Customers: coordinate routine QBRs, manage highest value escalations and load coverage to support the team.

Your Profile

• Proven ability to lead customer-facing teams, with a track record of protecting account health, retaining customers, and guiding teams through complex service environments.

• Strong coaching orientation, with the ability to develop AE capabilities in relationship management, issue resolution, and judgment-based decision-making.

• Excellent communication and problem-solving skills, including comfort engaging directly with customers during sensitive or high-stakes situations.

• Strong analytical and business judgment to assess account health, identify churn risks, and translate trends into clear priorities and coaching actions.

• Ability to operate effectively in fast-paced, ambiguous environments by applying structure, prioritization, and leadership judgment - remaining deeply engaged without reverting to day-to-day execution.

• Collaborative leadership style that promotes team cohesion, talent retention, and strong cross-functional partnerships.

What's in It for You

• Direct ownership of customer retention and account success within Echo's transactional brokerage portfolio, with clear impact on business stability and growth.

• A role that blends operational credibility with strategic account management, offering exposure to sales, logistics, and customer leadership.

• Step into a visible "player-coach" role where your execution standards lift an entire team and directly enable sales performance.

• Opportunities to grow as a people leader within Echo's Client Operations leadership pathways.

• Inclusion in a culture that values accountability, resilience, teamwork, and proactive problem-solving.

• Access to training and development designed to strengthen your ability to manage complex customer relationships and navigate the logistics industry with confidence.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, status as a qualified individual with a disability, or Vietnam era or other protected veteran.


Benefits

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