Director of Operations

Director of Account ManagementTampaBuild the team that turns customers into long-term partnersAFC Transport is growing, and we're looking for a strong transportation leader to build and lead the next generation of our Account Management department.This is not a traditional customer service position. The Director of Account Management will own customer retention, account growth, relationship development, and team performance across AFC's asset-based trucking and freight brokerage business.You'll have the opportunity to create structure, develop people, strengthen major customer relationships, and directly influence the growth of a transportation company with ambitious plans for the future.What you'll ownLead, coach, and develop AFC's Account Management teamBuild a performance-driven department with clear expectations and measurable scorecardsProtect existing customer revenue while finding opportunities for new lanes, locations, loads, and servicesBuild strong relationships with customer decision-makersDevelop growth and retention plans for strategic and at-risk accountsConduct weekly account reviews and hold Account Managers accountable for resultsLead business reviews with major customers and turn each meeting into clear action itemsMonitor service performance, pricing concerns, customer complaints, and account risksWork closely with Sales, Operations, Brokerage, Pricing, Billing, and ClaimsStep in quickly when an important customer relationship or service issue requires leadershipEnsure customer information, communication, procedures, and follow-up actions are properly documentedUse revenue, load volume, gross profit, and service data to make better decisionsProvide leadership with a clear weekly and monthly view of customer health, risks, and growth opportunitiesPersonally support AFC's most important strategic customer relationshipsHow success will be measuredExisting-customer revenue and load growthGross profit-dollar growthCustomer retentionNew lanes, locations, and services from current customersCustomer service and on-time performanceRecovery of declining and at-risk accountsCompletion of customer touches and business reviewsAccount plans and action-item executionAccount Manager performanceDepartment reporting and accountabilityWhat we're looking for7+ years of experience in trucking, logistics, or freight brokerage3+ years leading an Account Management or customer-facing teamStrong knowledge of transportation operations and customer expectationsProven record of retaining and growing major customer accountsExperience managing customer issues in a fast-moving transportation environmentAbility to understand revenue, volume, margin, pricing, and service-performance dataExperience leading structured customer business reviewsStrong leadership, coaching, communication, and problem-solving abilitiesHigh level of ownership, urgency, organization, and follow-throughComfortable establishing standards and holding a team accountableWilling and able to learn new technology and operating systemsExperience with both asset-based trucking and freight brokerage is strongly preferred. HubSpot experience is not required.Who will thrive in this roleYou're a hands-on leader who understands transportation and knows how to earn customer trust. You're comfortable discussing service failures, pricing, capacity, growth opportunities, and account performance with both customers and internal leaders.You believe Account Management should do more than maintain relationships. It should protect revenue, grow accounts, identify problems early, improve execution, and create long-term customer value.Most importantly, you want the opportunity to build something, not simply inherit and maintain it.Why AFC TransportLead and shape an important department during a period of company growthWork directly with AFC's senior leadership teamManage relationships across both trucking and freight brokerageBuild processes, scorecards, and standards that will support future expansionDevelop a high-performing team and future leadersMake a direct and visible impact on customer retention and revenue growthJoin an entrepreneurial transportation company with significant long-term ambitions