Enterprise Operations Manager

Transportation One • Chicago, IL

81d • $65,000 - $75,000

About The Position

The Enterprise Operations Manager is responsible for the operational execution and performance management of a defined portfolio of validated customer accounts. The EOM will ensure seamless service delivery, customer satisfaction, and adherence to contract commitments - all based on strong leadership and management qualities. This role retains responsibility for managing known revenue opportunities, maintaining operational readiness for growth, and contributing to customer profitability. This role requires strong people and organizational leadership, attention to detail and service metrics, and a strategic mindset to optimize account performance. An 'A' attitude, operational discipline, and a proactive customer-first approach are essential to succeed in this evolving position. This is not a remote position.

Requirements

• Minimum 3 years of 3PL experience with exposure to account management or operations.
• Proven experience in customer-facing roles, with strong communication and interpersonal skills.
• Strong operational and problem-solving capabilities with a detail-oriented mindset.
• Ability to work independently while fostering cross-functional collaboration.
• Experience supporting or executing on business development or revenue initiatives is a plus.
• Bachelor's Degree preferred.

Responsibilities

• Serve as the primary operational owner of assigned accounts, ensuring service excellence and customer satisfaction in accordance with customer expectations.
• Manage daily execution of customer loads, ensuring they are created, built, and fulfilled according to customer KPIs.
• Own the customer playbook and ensure operational processes are current and aligned with client needs.
• Oversee internal and external scorecard management processes, ensuring KPIs and SLAs are consistently met or exceeded.
• Ensure compliance with customer contracts and expectations across all facets of account operations.
• Lead account-specific operational teams to ensure balanced workloads, clear responsibilities, and high performance.
• Collaborate with Accounting and Key Account Stakeholders (EAD/SES) to manage accounts receivable (A/R), invoicing issues, and uphold payment terms.
• Continuously analyze data looking for trends that impact customer's business (Yield Management).
• Own offer management, ensure maximum lead time on all freight types to drive margin expansion.
• Manage team's work schedule including: time cards, OT, and PTO in adherence with company policies.
• Assist with interviewing and hiring. Provide feedback throughout the candidate selection process.
• Provide significant support in performance management, development, and corrective action for direct reports.
• Partner with the dedicated sales representative to develop, implement, and execute customer specific revenue growth strategy, while focusing on execution readiness.
• Develop and maintain appropriate customer relationships at multiple levels across all departments (3x3).
• Manage and quote all transactional revenue opportunities within your portfolio.
• Actively manage all contractual awards, ensure volume attainment to award and maximum profit by collaborating with internal stakeholders through Yield Management.
• Actively contribute in all customer RFP strategies in collaboration with assigned sales POC and Management in accordance with T1's RFP Pricing Process.
• Support sales with key operational insights and performance related metrics for any customer facing performance reviews.
• Work closely with Sales, Carrier Sales, Pricing, and other internal teams to ensure optimal service execution and network performance.
• Promote and enforce a culture of collaboration, accountability, and transparency within assigned account teams.
• Leverage data and internal tools to continuously analyze trends, performance gaps, and improvement opportunities.
• Participate in strategic planning sessions with the Client Solutions Manager and Enterprise Sales.
• Contribute to the evolution of account management processes and best practices.
• Perform other duties as assigned by your supervisor.

Benefits

• PTO (Paid Time off) + Company holidays
• Medical, dental, and vision healthcare
• Company paid short term disability, life, and AD&D insurance
• Company paid maternity and paternity leave
• 401k with company match
• Company provided onsite gym membership

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Support Activities for Transportation
• Education Level: Bachelor's degree
• Number of Employees: 51-100 employees