Director of Operations

Build the Team That Turns Customers into Long-Term Partners AFC 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 Own Lead, coach, and develop AFC's Account Management team Build a performance-driven department with clear expectations and measurable scorecards Protect existing customer revenue while finding opportunities for new lanes, locations, loads, and services Build strong relationships with customer decision-makers Develop growth and retention plans for strategic and at-risk accounts Conduct weekly account reviews and hold Account Managers accountable for results Lead business reviews with major customers and turn each meeting into clear action items Monitor service performance, pricing concerns, customer complaints, and account risks Work closely with Sales, Operations, Brokerage, Pricing, Billing, and Claims Step in quickly when an important customer relationship or service issue requires leadership Ensure customer information, communication, procedures, and follow-up actions are properly documented Use revenue, load volume, gross profit, and service data to make better decisions Provide leadership with a clear weekly and monthly view of customer health, risks, and growth opportunities Personally support AFC's most important strategic customer relationships How Success Will Be Measured You'll be expected to deliver measurable improvements in: Existing-customer revenue and load growth Gross profit-dollar growth Customer retention New lanes, locations, and services from current customers Customer service and on-time performance Recovery of declining and at-risk accounts Completion of customer touches and business reviews Account plans and action-item execution Account Manager performance Department reporting and accountability What We're Looking For 7+ years of experience in trucking, logistics, or freight brokerage 3+ years leading an Account Management or customer-facing team Strong knowledge of transportation operations and customer expectations Proven record of retaining and growing major customer accounts Experience managing customer issues in a fast-moving transportation environment Ability to understand revenue, volume, margin, pricing, and service-performance data Experience leading structured customer business reviews Strong leadership, coaching, communication, and problem-solving abilities High level of ownership, urgency, organization, and follow-through Comfortable establishing standards and holding a team accountable Willing and able to learn new technology and operating systems Experience with both asset-based trucking and freight brokerage is strongly preferred. HubSpot experience is not required. Who Will Thrive In This Role You'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 Transport Lead and shape an important department during a period of company growth Work directly with AFC's senior leadership team Manage relationships across both trucking and freight brokerage Build processes, scorecards, and standards that will support future expansion Develop a high-performing team and future leaders Make a direct and visible impact on customer retention and revenue growth Join an entrepreneurial transportation company with significant long-term ambitions #J-18808-Ljbffr