Operations Manager
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Base pay range
Logistics Operations Manager
Full Time
Chicago, IL - Onsite
$75-95k base, benefits
Description
- You will manage the Customer Operations Team, consisting of ~25 Operations Specialists, Enterprise Operations Specialist and Account Growth Managers. This role reports to the Director, Customer Success.
- In this role, you will be tasked with overseeing the day-to-day operational efficiency of our Customer Operations Team. You will collaborate with leaders of all departments and routinely engage with direct reports to gain perspective and deliver constructive feedback.
- The role will require exceptional communication skills, strategic thinking, attention to detail, operational hustle, and strong organizational skills along with customer service and solution-oriented approaches. This is a high-impact role as you will be responsible for engaging key stakeholders both internally and externally.
Primary Objectives
- Ensuring operational efficiency across Operations and Sales teams.
- Upholding and promoting the client's operational standards and reputation both internally and
externally.
- Managing direct reports to continue high performance and teammate satisfaction.
- Make decisions with the team's long-term best interests in mind.
What You'll Do
- Ensure each active account is supported with the proper level of operational bandwidth.
- Allocate personnel and bandwidth to tailor the customer service efforts to specific shipper
partner needs. Reallocate as needed, in our ever-changing, fast-growing landscape.
- Incubate new opportunities by closely overseeing customer communication and service.
- Identify areas for operational improvement and overall growth within shipper networks.
- Serve as subject matter expert on all things Operations for phone and video calls, in person meetings internally and externally.
- Conduct operational demos and QBRs to prospective
- Conduct routine touchpoints and performance reviews with Operations Team members.
- Build relationships and develop rapport with key customer contacts to ensure they feel their business is supported.
- Track and analyze service metrics including on-time delivery percentage, on-time pickup percentage, tender acceptance percentage and more.
- Collaborate with leaders in Carrier Sales, Customer Sales, HR & Development, Accounting, Compliance and more with the organization’s overall interest in mind.
What You'll Need
• Bachelor’s Degree
• 2+ years of supervisory experience
• 3-5 years of experience in 3PL Customer Operations
• Experience managing a team of people
• Knowledge of truckload market relationships across equipment types
• Ability to coach and deliver feedback to direct reports
• Experience completing basic operational functions including, building shipments, tracking shipments, customer communication, issue resolution, A/R and more
• Proven track record of managing accounts, fostering relationships, and being an overall top performer
• Willingness to “roll up your sleeves” to assist in operational asks/problem solving for teammates
• Strong writing, organizational, and speaking skills
Bonus Points
- Reporting skills
- Comfortability and confidence in presenting to internal and external stakeholders
Ability to drive business from a revenue and new opportunity standpoint
- Experience using a multitude of TMS platforms
-
Seniority level
Mid-Senior level -
Employment type
Full-time -
Job function
Management -
Industries
Transportation, Logistics, Supply Chain and Storage
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See who you knowFeatured Benefits
Inferred from the description for this job
-
Medical insurance -
Vision insurance -
Dental insurance -
401(k)
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