Manager, Operational Key Account Manager

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

📋 Description

• Take responsibility for daily service performance and accountability for the delivery of SLA/KPI metrics across designated key account portfolios.

• Facilitate weekly and monthly operational meetings with customers.

• Drive continuous improvement initiatives for each account.

• Recognize systemic challenges and implement measurable enhancements in cost-to-serve and OTIF performance.

• Transform performance trends into documented savings.

• Manage issue resolution, conduct root-cause analyses, and implement corrective and preventive actions for escalations.

• Collaborate with Operations and customers to ensure sustainable solutions are in place.

• Develop, maintain, and oversee account Standard Operating Procedures (SOPs).

• Guarantee cross-regional consistency and effective onboarding of new lanes, modes, or scopes awarded by the Growth KAM.

• Manage customer KPI dashboards and scorecards utilizing Power BI.

• Convert Power BI data into structured performance narratives for internal assessments and customer Quarterly Business Reviews (QBRs).

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

• Ensure coordinated service delivery for customers.

⛳️ Requirements

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

• Demonstrable history of managing complex, multi-modal customer accounts.

• Proven success in owning SLA/KPI performance (OTIF, claims, cost-to-serve) across global, multi-region customer landscapes.

• Practical experience in leading continuous improvement projects that resulted in measurable savings and enhanced service levels.

• Established ability to conduct root-cause analysis (5 Whys, fishbone, CAPA) and drive systemic corrective actions in collaboration with Operations.

• Experience in creating and overseeing SOPs, account playbooks, and onboarding documentation for intricate customer processes.

• Strong operational mindset—organized, detail-oriented, and committed to execution against SLA.

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

• Exceptional communication skills and confidence in presenting service performance to senior customer stakeholders during QBRs and issue reviews.

• Proven ability to work collaboratively with Operations, Control Tower, IT, and Finance without direct authority.

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

• Bilingual proficiency (English / Spanish) is a plus.

• A Bachelor’s degree is required, preferably in Supply Chain Management, Logistics, Operations Management, Industrial Engineering, or a related field.

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

🏝️ Benefits

• 401(k) and employer matching.

• Life Insurance.

• Health, Dental, 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.