Manager, Account Management - Afterhours Operations

Uber Freight•Chicago, IL

9d•Remote

About The Position

The After Hours Operations Manager leads the execution and performance of Uber Freight’s After Hours operations, managing an established team of Account Managers in a fast-paced, high-volume environment. This leader is responsible for operational performance, service levels, escalations, team development, and continuous improvement. Partnership and operational continuity are critical to this role. Working closely with Daytime leadership, international After Hours managers, stakeholders, and senior leadership, this leader will ensure seamless handoffs, alignment on customer priorities, and effective escalation support. They will understand the key drivers of performance, use data to improve results, create operational efficiency, and drive process improvement while serving as a visible, influential leader with strong people management and team development capabilities.

Requirements

Bachelor’s degree and/or 4+ years of relevant professional experience in operations, account management, logistics, transportation, or a related field.
1+ years of people-management or formal team-leadership experience.
Experience leading teams in a fast-paced, high-volume environment.
Strong coaching, communication, organization, problem-solving, and decision-making skills.
Experience using data and performance metrics to drive accountability and operational improvement.
Ability to manage competing priorities and work an After Hours schedule, including weekends and holidays as required.

Nice To Haves

Experience in freight, logistics, transportation, brokerage, Account Management, or customer operations.
Experience leading remote, distributed, hybrid, or international teams.
Strong analytical and data-driven decision-making skills.
Experience with Zendesk, Google Workspace, Tableau, transportation management systems, or similar tools.
Experience improving workflows, reporting, SOPs, or operational processes.

Responsibilities

Own daily After Hours operations, including workload, queues, service levels, staffing coverage, priorities, and escalations.
Translate organizational goals into clear team priorities and allocate resources based on business and customer needs.
Proactively identify operational risks, service gaps, and recurring issues and drive solutions.
Use data and performance metrics to improve workflows, efficiency, service quality, and operational consistency.
Lead, coach, and develop a high-performing After Hours team.
Manage attendance, productivity, quality, performance, and employee engagement.
Conduct regular 1:1s, team meetings, performance reviews, and targeted coaching.
Set clear expectations, address performance gaps, and drive accountability for results.
Support onboarding, training, development, and career growth while building a culture of ownership, adaptability, and customer service.