Manager, Operational Key Account Management

Ascent Global Logistics•Belleville, MI

About The Position

The Operational Key Account Manager (OKAM) is the performance owner for a portfolio of Ascent’s most important key account customers. The role is accountable for end-to-end service performance—including SLAs, KPIs, continuous improvement, and cost-to-serve—and ensures consistent, measurable execution of commercial commitments made by the Growth KAM. The OKAM runs the day-to-day operational cadence, owns issue resolution, and works closely with Operations, Control Tower, IT, and Finance to turn performance data into customer-facing insight and continuous improvement. The OKAM owns SLA and KPI delivery across assigned accounts, leads account-specific continuous improvement roadmaps, conducts root-cause analysis and corrective/preventive actions, and maintains operational SOPs and governance. The role also owns customer KPI dashboards and scorecards, translates Power BI data into performance narratives for internal reviews and customer QBRs, and coordinates cross-functional execution among customer and Ascent teams. This hands-on, execution-focused role supports Ascent’s 2026 Key Account Operating Model by protecting customer trust, enabling the Growth KAM to focus on commercial strategy, and translating operational data into value and measurable savings.

Requirements

At least 6 years of progressive operational experience in logistics, supply chain, or freight forwarding.
Proven track record managing complex, multimodal customer accounts.
Demonstrated success owning SLA/KPI performance, including OTIF, claims, and cost-to-serve, across global, multiregion customer footprints.
Hands-on experience leading continuous improvement initiatives that deliver measurable savings and service-level improvements.
Proven ability to conduct root-cause analysis using methods such as 5 Whys, fishbone, and 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, with disciplined attention to detail and focus on execution against SLAs.
Expert-level Power BI and Excel skills 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.
Bachelor’s degree required.
Relevant professional certifications are strongly preferred, such as APICS/CSCP, Lean Six Sigma Green or Black Belt, PMP, or equivalent.

Nice To Haves

Bachelor’s degree preferably in Supply Chain Management, Logistics, Operations Management, Industrial Engineering, or a related field.
Advanced degree such as an MBA or MS in Supply Chain or Operations.
Knowledge of CargoWise or an equivalent TMS, PEAK Marketplace integrations, and shipment-level data flows.
Bilingual English/Spanish skills, given the cross-border US-MX account scope.

Responsibilities

Own day-to-day service performance and accountability for SLA/KPI delivery, including OTIF, TTFB, claims, and win/capture, across the assigned account portfolio.
Run weekly and monthly operational cadence meetings with customers.
Lead the continuous improvement roadmap for each account, identify systemic issues, deliver measurable cost-to-serve and OTIF improvements, and document savings.
Own issue resolution and root-cause investigations for escalations, lead corrective and preventive actions, and close the loop with Operations and customers on sustainable fixes.
Design, maintain, and govern account SOPs, ensuring 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 data to create structured performance narratives for internal reviews and customer QBRs.
Coordinate execution between customer operational teams and Ascent Operations, Control Tower, IT, and Finance to ensure coordinated service delivery.