Director of Managed Services

Job Description

Job Description

Position Summary

The Director of Managed Services leads the Solutions team responsible for customer implementations and existing-customer business analysis. This role builds team capability, clarifies priorities, and ensures the function consistently supports eShipping’s growth, retention, and customer value objectives.

The position develops, leads, and coaches a team spanning Implementations and existing-business analysis while coordinating closely with Account Management, Operations, Mode Leaders, Data Products, and other cross-functional partners. The Director of Managed Services ensures customer needs are translated into actionable work, resources are aligned to the highest-impact priorities, and the function strengthens customer onboarding, retention, operational performance, and measurable supply chain value.

Essential Duties and Responsibilities

Duties include but are not limited to the following:

• Build, develop, and retain a high-performing Solutions team by setting clear expectations, coaching team members, supporting career growth, and creating development plans that strengthen current performance and future leadership capability.

• Work closely with Mode Leaders, Data Products team, Implementations, and Account Directors to align initiatives with organizational goals.

• Represent the organization professionally in front of customers and business leaders, ensuring clear and polished communication.

• Manage ticket prioritization, resource allocation, and resolution methodology to ensure timely and effective issue handling.

• Develop and implement strategies that enhance Solutions’ impact on customer retention, expansion opportunities, enterprise implementation quality, and long-term account growth.

• Stay attuned to evolving business needs and industry trends.

• Identify and execute projects that improve implementation effectiveness, analyst productivity, operational efficiency, customer satisfaction, and measurable outcomes.

Required Skills and Abilities

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Demonstrated people leadership capability, including the ability to manage performance, build trust, resolve competing priorities, and strengthen talent in a fast-paced, customer-facing environment.

• Strong supply chain and transportation management experience, including familiarity with LTL, FTL, Parcel, International, and Warehousing, with an understanding of how transportation decisions affect supply chain performance, fulfillment strategy, customer experience, and cost-to-serve.

• Ability to work independently with sound judgment while coordinating across Sales, Solutions, Account Management, Operations, Mode Leaders, Data Products, and Implementations to remove roadblocks and deliver customer outcomes.

• Excellent oral and written communication skills in person and via phone.

• Skilled at summarizing complex information into straightforward takeaways supported by data.

• Utilize sound, independent judgment, and make responsible decisions and recommendations.

• Excellent follow-through and detail orientation.

• Analytical and business proficiency, including the ability to connect operational data, customer needs, and business priorities into practical recommendations.

• Requires the ability to travel up to twice a month.

• Able to work within a fast-paced team environment.

Minimum Education and Experience

Required:

• Ten or more years of progressively responsible experience in logistics, transportation, supply chain analytics, solutions engineering, customer implementations, managed services, or consulting-style roles, including meaningful experience leading people or teams.

• Experience leading, coaching, and developing teams, including setting expectations, supporting career growth, providing actionable feedback, and helping team members maximize their potential.

• Experience translating complex analyses into business recommendations.

• Working proficiency with business intelligence and analytics tools.

• Bachelor’s degree or an equivalent combination of education and relevant experience.

Preferred:

• Experience within a transportation provider, third-party logistics company, shipper, or supply chain consulting organization.

• Experience with Power BI, SQL, transportation management systems, ERP data, or related platforms.

• Experience developing business cases and validating realized savings or operational value.

• Experience supporting strategic or enterprise-level customer accounts.

Measures of Success

• Builds a strong, engaged, and developing team with clear priorities, consistent coaching, improved capability over time, and visible career growth for team members.

• Delivers transparent, defensible analyses and recommendations that support customer decisions.

• Advances prioritized optimization and implementation initiatives from opportunity identification through execution support, adoption, and value validation.

• Identifies and escalates customer risks, delivery dependencies, team capacity constraints, and growth opportunities early enough to support effective action and protect retention outcomes.

• Builds strong customer and internal stakeholder confidence through clear communication, sound judgment, and dependable follow-through.

Physical Demands and Work Environment

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. This description reflects management’s assignment of essential functions; it does not proscribe or restrict the tasks that may be assigned.

• Physical Demands: While performing the duties of this job, the employee is regularly required to remain in a stationary position for at least 50% of the time. The employee needs to occasionally move about inside the office to access file cabinets, office machinery, etc. The general level of physical activity would be defined as sedentary. The employee is regularly required to operate a computer and other office productivity machinery, such as a calculator, telephone, copy machine, and printer. Some movements of the hands, arms, and wrists may involve repetitive motions. Specific vision abilities required by this job include the ability to detect, determine, perceive, identify, recognize, judge, observe, inspect, estimate, and assess various activities and surroundings.

• Cognitive/Mental Requirements: While performing the duties of this job, the employee is regularly required to comprehend and use basic language, either written or spoken, to communicate simple and complex information, ideas, and information. The employee is also required to use logic to define problems, collect information, establish facts, draw valid conclusions, interpret information, and deal with abstract variables for unique or unfamiliar situations. The employee must use problem-solving skills to formulate and apply appropriate courses of action for routine or familiar situations. The employee may be required to perform numerical operations including basic counting, adding, subtracting, multiplying, and dividing or more complex quantitative calculations.

• Work Environment: While performing the duties of this job, the employee is inside a central heat and air-conditioned office building or in their home office environment. The noise level in the work environment is minimal.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of an employee. Duties, responsibilities, and activities may change at any time with or without notice.

eShipping LLC is an equal opportunity employer.