Manager, Operational Key Account Management

This is a fully remote position, open to applicants in Michigan.

📋 Description

• Manage daily service performance for a portfolio of important account customers

• Responsible for delivering on SLA/KPI metrics, such as OTIF, TTFB, claims, and win/capture

• Conduct weekly and monthly operational meetings with customers

• Drive continuous improvement initiatives and achieve quantifiable enhancements in cost-to-serve and OTIF

• Recognize systemic issues and translate performance data into documented savings

• Oversee issue resolution, root-cause analysis, and the implementation of corrective/preventive measures for escalations

• Create, maintain, and govern account Standard Operating Procedures (SOPs)

• Ensure consistency across regions and facilitate the onboarding of new lanes, modes, or scopes

• Manage customer KPI dashboards and scorecards utilizing Power BI

• Transform Power BI data into performance narratives for internal evaluations and customer Quarterly Business Reviews (QBRs)

• Coordinate activities among customer operational teams, Ascent Operations, Control Tower, IT, and Finance

• Guarantee synchronized service delivery and consistent execution of commercial obligations

⛳️ Requirements

• Over 6 years of progressive operational experience in logistics, supply chain, or freight forwarding

• Established track record of managing complex, multi-modal customer accounts

• Proven success in owning SLA/KPI performance across global, multi-region customer bases

• Practical experience in leading continuous improvement projects that achieved measurable savings and service-level enhancements

• Demonstrated capability in conducting root-cause analysis (5 Whys, fishbone, CAPA) and implementing systemic corrective actions

• Experience in authoring and governing SOPs, account playbooks, and onboarding materials

• Strong operational mindset; disciplined, detail-oriented, and focused on execution

• Advanced proficiency in Power BI and Excel for KPI reporting, trend analysis, and customer scorecards

• Exceptional communication skills with confidence in presenting to senior customer stakeholders

• Proven ability to collaborate cross-functionally with Operations, Control Tower, IT, and Finance without direct authority

• Familiarity with CargoWise or comparable TMS, PEAK Marketplace integrations, and shipment-level data flows is a significant advantage

• Bachelor's degree required, preferably in Supply Chain Management, Logistics, Operations Management, Industrial Engineering, or a related discipline

• Relevant professional certifications are highly preferred: APICS / CSCP, Lean Six Sigma (Green or Black Belt), PMP, or similar

• Bilingual (English / Spanish) is a plus

🏝️ Benefits

• 401(k) with employer matching

• Life Insurance

• Health, Dental, and Vision Insurance

• Short- & Long-Term Disability

• Paid Time Off (PTO)

• Employee Assistance Program

• Paid Parental Leave

• Employee Wellness Program

• Paid Holidays

• Employee Recognition Programs

• Flexible Spending Account (FSA)

• Tuition Reimbursement

• Health Savings Account (HSA)

• Overtime, Differential & Bonus Pay