Senior Account and Operations Manager

Position Summary: The Senior Account & Operations Manager is responsible for managing and strengthening key client relationships while overseeing service delivery and operational performance within a fast-paced transportation and logistics environment. This position serves as a primary liaison between clients and internal operations teams, ensuring customer expectations are consistently met through proactive communication, responsive problem-solving, and operational excellence.
The Senior Account & Operations Manager is a customer-focused leader who understands the complexities of transportation and logistics operations and can effectively balance client needs with business objectives. This individual will play a critical role in maintaining client satisfaction, resolving service challenges, identifying opportunities for improvement, and supporting long-term account retention and growth.
Key Duties and Responsibilities:
Client Relationship Management & Customer Service
* Serve as the primary point of contact for assigned key accounts, building and maintaining strong, trusted relationships with clients and their leadership teams.
* Deliver a high level of customer service through proactive communication, timely follow-up, and effective resolution of client concerns.
* Develop a thorough understanding of each client's business, operational requirements, service expectations, and performance objectives.
* Conduct regular client meetings, business reviews, and service performance discussions to ensure alignment with customer expectations.
* Anticipate client needs and proactively identify potential service challenges before they impact operations or customer satisfaction.
* Manage escalated customer concerns with professionalism, urgency, and a solutions-oriented approach.
* Promote long-term account retention by consistently delivering value, responsiveness, and dependable service.
* Identify opportunities to expand existing client relationships through enhanced services, operational improvements, and additional business opportunities.
Operational Oversight & Service Delivery
* Partner with operations leadership to ensure transportation and logistics services are delivered in accordance with client expectations, contractual commitments, and established service standards.
* Monitor daily operational performance, including service reliability, on-time performance, productivity, responsiveness, and issue resolution.
* Coordinate with dispatch, transportation, warehouse, yard operations, and other internal teams to ensure seamless service delivery.
* Identify operational inefficiencies, service gaps, and recurring challenges, working collaboratively with internal stakeholders to implement sustainable solutions.
* Support operational planning and resource coordination to ensure adequate coverage and responsiveness to changing client demands.
* Assist in managing service disruptions, urgent customer requests, and operational escalations to minimize business interruptions.
* Ensure operational changes, service adjustments, and customer requirements are communicated clearly and implemented effectively.
* Support continuous improvement initiatives that enhance service quality, operational efficiency, and customer satisfaction.
Account Performance & Business Management
* Monitor and evaluate key performance indicators (KPIs), service-level agreements (SLAs), and other account-specific performance metrics.
* Prepare and present client performance reports, operational updates, and recommendations for service improvement.
* Collaborate with internal leadership to develop corrective action plans when service expectations are not met.
* Track client feedback, service trends, and recurring operational issues to identify opportunities for improvement.
* Support account profitability by identifying opportunities to improve operational efficiencies and manage service-related costs.
* Partner with business development and senior leadership to support client retention, contract renewals, and account growth opportunities.
* Maintain accurate documentation of client commitments, operational requirements, service issues, and resolution activities.
Cross-Functional Collaboration & Leadership
* Act as a key communication link between clients, operations teams, and company leadership.
* Build productive working relationships across departments to ensure a coordinated and consistent approach to customer service.
* Provide guidance and support to operational teams regarding client expectations, service priorities, and communication standards.
* Collaborate with managers and supervisors to reinforce accountability, service excellence, and timely issue resolution.
* Facilitate communication during operational changes, new account implementations, service expansions, and process improvements.
* Escalate significant operational, financial, or customer relationship risks to appropriate leadership with recommended solutions.
* Foster a culture of professionalism, accountability, collaboration, and customer-focused service delivery.
Required Qualifications:
Education & Experience
* Bachelor's degree in Business Administration, Logistics, Supply Chain Management, Transportation, or a related field preferred; equivalent professional experience will be accepted in lieu of a degree.
* Minimum of 5-7 years of progressive experience in transportation, logistics, supply chain operations, account management, or a related industry.
* Demonstrated experience managing key client relationships in a service-driven operational environment.
* Strong working knowledge of transportation and logistics operations, including dispatch, distribution, delivery performance, and service coordination.
* Experience managing customer escalations, operational challenges, and service recovery efforts.
* Prior experience working with large commercial accounts, distribution centers, third-party logistics providers (3PLs), or dedicated transportation operations preferred.
* Experience monitoring operational KPIs, SLAs, and customer performance metrics.
* Previous leadership or cross-functional team management experience preferred.
* Exceptional customer service and relationship management skills, with the ability to establish credibility and trust with clients at all organizational levels.
* Strong interpersonal, verbal, and written communication skills.
* Demonstrated ability to navigate challenging customer interactions and resolve complex service issues professionally and effectively.
* Strong operational judgment with the ability to balance customer expectations, service commitments, and business priorities.
* Excellent organizational, time management, and problem-solving abilities.
* Ability to manage multiple priorities and respond effectively in a fast-paced, time-sensitive environment.
* Strong analytical skills with the ability to interpret performance data, identify trends, and recommend improvements.
* Ability to influence outcomes and drive accountability across cross-functional teams.
* Proficiency in Microsoft Office applications, including Excel, Outlook, PowerPoint, and Teams.
* Familiarity with transportation management systems (TMS), warehouse management systems (WMS), and customer relationship management (CRM) platforms preferred.
* Ability to exercise sound judgment, discretion, and professionalism when handling sensitive customer and business matters.
* Ability to work a flexible schedule to accomplish business objectives. This may include weekends, holidays, early/late/overnight shift work.
Compensation details: Yearly Salary