Sr. Manager Customer Operations

Sr. Manager Customer Operations Job Locations: US-FL-Jacksonville Overview The Senior Manager, Customer Operations leads the customer-facing operations function for Yusen Logistics' Domestic Transportation Brokerage within the Supply Chain Solutions Group. This role is accountable for world-class service execution, operational customer relationships, account retention and organic growth, and the performance of managers, supervisors, and teams supporting Truckload, Intermodal, Less-than-Truckload (LTL), and Parcel services. The position oversees the customer operations lifecycle from load tender acceptance and order creation through delivery, issue resolution, performance reporting, and operational follow-up, while partnering across Sales, Pricing, Carrier Operations, Finance, IT, and other Yusen teams to deliver profitable, scalable transportation solutions. Responsibilities Lead Customer-Facing Brokerage Operations Provide strategic and day-to-day leadership for all customer-facing brokerage operations across Truckload, Intermodal, LTL, and Parcel services. Ensure consistent execution from load tender acceptance, order entry, load building, appointment coordination, tracking, customer communication, exception management, proof-of-delivery follow-up, and operational closeout. Establish clear operating standards, escalation paths, staffing models, and account ownership to deliver reliable, responsive, and scalable service. Maintain operational readiness and service continuity during volume surges, disruptions, customer implementations, and other business-critical events. Own Operational Customer Relationships and Service Performance Serve as the senior operations-level relationship owner and escalation point for assigned brokerage customers. Build trusted relationships with customer stakeholders by understanding their transportation networks, service requirements, operating processes, priorities, and business drivers. Lead operational reviews and support Quarterly Business Reviews by presenting service performance, root causes, corrective actions, improvement initiatives, and measurable outcomes. Proactively resolve service failures and recurring issues while ensuring timely, accurate, and professional customer communication. Act as the voice of the customer within the brokerage organization and align internal teams around customer commitments and service expectations. Retain and Grow Existing Accounts Protect customer retention by maintaining high service standards, operational consistency, and disciplined follow-through. Identify organic growth opportunities within existing accounts, including additional lanes, locations, business units, transportation modes, and value-added services. Partner with Sales, Pricing, and leadership to develop account growth plans, support bids and pricing reviews, and convert qualified opportunities into sustainable operations. Balance customer requirements with operational feasibility, capacity, service quality, and profitability. Manage Performance, Profitability, and Continuous Improvement Establish and manage key performance indicators for service, responsiveness, quality, productivity, efficiency, account health, and customer satisfaction. Monitor account revenue, gross profit, operating performance, accessorial activity, claims trends, and service risks in partnership with Finance, Pricing, and brokerage leadership. Use transportation data, customer feedback, and root-cause analysis to identify trends, eliminate recurring failures, standardize best practices, and improve customer outcomes. Develop and maintain standard operating procedures, work instructions, customer playbooks, business continuity plans, and reporting routines. Lead continuous improvement and change-management initiatives that improve scalability, control, and the overall customer experience. Lead and Develop the Customer Operations Organization Lead managers and supervisors responsible for customer-facing brokerage execution and account operations. Set clear expectations, priorities, decision rights, and performance standards while holding leaders accountable for results. Build organizational capability through coaching, succession planning, cross-training, workload balancing, and development of transportation and customer-management expertise. Oversee workforce planning, hiring, onboarding, performance management, corrective action, and employee development in accordance with company policy. Create a culture of ownership, urgency, collaboration, continuous improvement, and world-class service. Collaborate Across the Business Partner closely with Carrier Operations and Procurement to align customer demand with capacity, routing guides, carrier performance, and service recovery needs. Coordinate with Sales, Pricing, Finance, IT, Claims, Compliance, and other operating groups to support implementations, process design, reporting, issue resolution, and account growth. Support new-customer implementations by translating commercial commitments into executable operating processes, staffing, controls, and service measurements. Represent Domestic Transportation Brokerage in internal and customer meetings and communicate operational risks, needs, and results to senior leadership. Qualifications Administration, or a related field strongly preferred; an equivalent combination of education and relevant experience may be considered. Minimum seven years of progressive experience in transportation, freight brokerage, logistics operations, account management, or a related customer-facing supply chain function. Minimum three years of people-leadership experience, including responsibility for managers, supervisors, or multi-level teams, strongly preferred. Demonstrated experience leading customer-facing transportation operations and managing complex or strategic customer accounts. Working knowledge of Truckload, Intermodal, LTL, and Parcel transportation operations, service requirements, and exception-management practices. Demonstrated success improving service performance, resolving customer escalations, retaining business, and identifying account-growth opportunities. Strong financial and commercial acumen, including the ability to interpret revenue, gross profit, operating performance, and account-level trends. Excellent leadership, communication, presentation, negotiation, analytical, and problem-solving skills, with the ability to influence across a matrixed organization. Proficiency with Transportation Management Systems, Microsoft Excel, PowerPoint, Outlook, Teams, and reporting or business-intelligence tools. Ability to travel up to 15%, including occasional overnight travel, as business needs require. Required Working Conditions Work is primarily performed in an office environment with moderate noise levels (phones, printers, conversations). Involves prolonged periods of sitting at a desk and frequent use of computers and office equipment Regular use of hands and fingers, including, but not limited to, typing, filing, frequent keyboarding, mouse clicking and handling documents. Occasional lifting or moving of office supplies or equipment up to 25 pounds. Requires strong analytical, decision-making, and critical-thinking skills. Must be able to read, interpret, and compose clear written and verbal communications. Visual acuity required for tasks including, but not limited to, computer work, document review, and data analysis. Must maintain strong organizational skills, confidentiality, and independent work habits. Adaptability to changing priorities and effective professional communication with colleagues and customers. Regular, punctual attendance and compliance with all company policies and procedures; occasional overtime may be required. On-Site Requirements: In-office presence required for meetings, team events and scheduled days. Must be able to work as part of a functional team including working in an office on a Hybrid Schedule as required by company policy The physical and environmental demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions. About Yusen Logistics (Americas) Yusen Logistics is working to become the worlds preferred supply chain logistics company. Our complete offer is designed to forge better connections between businesses, customers and communities - through innovative supply chain management, freight forwarding, warehousing and distribution services. As a company we're dedicated to a culture of continuous improvement, ensuring everyone who works with us is committed, connected and creative in making us the worlds preferred choice. Yusen Logistics (Americas) Inc. values each individual employee and is committed to a diverse and inclusive workforce by providing equal employment opportunities for all applicants without regard to race, religion, color, sex, national origin, citizenship status, uniform service member status, age, disability, sexual and gender orientation, genetic information, or any other protected status in accordance with all applicable federal, state and local laws. Los Angeles County Only: Yusen Logistics (Americas) Inc. will consider qualified applicants with a criminal history pursuant to the California Fair Chance Act. You do not need to disclose your criminal history or participate in a background check until a conditional job offer is made to you. After making a conditional offer and running a background check, if Yusen Logistics (Americas) Inc. is concerned about conviction that is directly related to the job, you will be given the chance to explain the circumstances surrounding the conviction, provide mitigating evidence, or challenge the accuracy of the background report. Find out more about the Fair Chance Act by visiting the Civil Rights Department Fair Chance Act webpage. #J-18808-Ljbffr