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.

Compensation details: 120000-120000 Yearly Salary

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