Manager, Operational Key Account Manager

🔥 2 hours ago

🇺🇸 United States – Remote

💵 $140k - $145k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💰 Account Manager

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Ascent Global Logistics

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

💼 Consulting

🍽️ Food & Beverage

🏥 Healthcare

Consulting • Food & Beverage • Healthcare

Ascent Global Logistics is a leading provider of comprehensive supply chain and logistics solutions. They offer a wide array of services including truckload and less-than-truckload shipping, global forwarding, air charter, specialized brokerage, managed transportation, and expedite solutions. Ascent serves a diverse clientele, from Fortune 500 companies to small and medium-sized businesses, supported by their cutting-edge PEAK Technology platform for tracking, analytics, and API integration. Emphasizing innovation and efficiency, Ascent Global Logistics is recognized for its significant market share in North American ground and air expedite markets and is ranked among the Top 100 Global 3PLs by Inbound Logistics.

📋 Description

• Own day-to-day service performance and accountability for SLA/KPI delivery across assigned key account portfolios • Run weekly and monthly operational cadences with customers • Lead continuous improvement roadmaps for each account • Identify systemic issues and deliver measurable cost-to-serve and OTIF improvements • Convert performance trends into documented savings • Own issue resolution, root-cause investigations, and corrective/preventive action for escalations • Close the loop with Operations and customers on sustainable fixes • Design, maintain, and govern account SOPs • Ensure cross-regional consistency and smooth onboarding of new lanes, modes, or scopes awarded by the Growth KAM • Own customer KPI dashboards and scorecards using Power BI • Turn Power BI data into structured performance narratives for internal reviews and customer QBRs • Coordinate execution between customer operational teams, Ascent Operations, Control Tower, IT, and Finance • Ensure coordinated service delivery for customers

🎯 Requirements

• 6+ years of progressive operational experience in logistics, supply chain, or freight forwarding • Proven track record of managing complex, multi-modal customer accounts • Demonstrated success owning SLA/KPI performance (OTIF, claims, cost-to-serve) across global, multi-region customer footprints • Hands-on experience leading continuous improvement initiatives that delivered measurable savings and service-level uplift • Proven ability to run root-cause analysis (5 Whys, fishbone, CAPA) and drive systemic corrective actions with Operations • Experience authoring and governing SOPs, account playbooks, and onboarding documentation for complex customer flows • Strong operational mindset — disciplined, detail-oriented, and relentless about execution against the SLA • Expert-level Power BI and Excel for KPI reporting, trend analysis, and customer scorecards • Excellent communication skills and confidence presenting service performance to senior customer stakeholders in QBRs and issue reviews • Proven cross-functional collaboration with Operations, Control Tower, IT, and Finance without direct authority • Knowledge of CargoWise or equivalent TMS, PEAK Marketplace integrations, and shipment-level data flows a strong plus • Bilingual (English / Spanish) a plus • Bachelor’s degree required, preferably in Supply Chain Management, Logistics, Operations Management, Industrial Engineering, or a related field • Relevant professional certifications strongly 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

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