Manager, Operational Key Account Management

Ascent Global Logistics•Belleville, MI

23h

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—across assigned accounts. The OKAM manages the day-to-day operational cadence, owns issue resolution, and ensures delivery against commercial commitments made by the Growth KAM. Working with Operations, Control Tower, IT, and Finance, the OKAM turns performance data into customer-facing insights and continuous improvement. The role leads account service reviews, improvement initiatives, root-cause investigations and corrective actions, SOP governance, performance dashboards, and cross-functional coordination. It also supports consistent execution and onboarding of new lanes, modes, or scopes awarded by the Growth KAM.

Requirements

At least 6 years of progressive operational experience in logistics, supply chain, or freight forwarding, with a 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 delivered measurable savings and service-level improvements.
Experience conducting root-cause analysis using methods such as 5 Whys and fishbone, and driving CAPA and 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 focused on execution against SLAs.
Expert-level Power BI and Excel skills for KPI reporting, trend analysis, and customer scorecards.
Excellent communication skills, including presenting service performance to senior customer stakeholders in QBRs and issue reviews.
Proven ability to collaborate cross-functionally with Operations, Control Tower, IT, and Finance without direct authority.
Bachelor’s degree required, preferably in Supply Chain Management, Logistics, Operations Management, Industrial Engineering, or a related field.

Nice To Haves

Knowledge of CargoWise or an equivalent TMS, PEAK Marketplace integrations, and shipment-level data flows.
Bilingual English and Spanish skills, given the cross-border US-MX account scope.
Advanced degree such as an MBA or an MS in Supply Chain or Operations.
Relevant professional certifications such as APICS/CSCP, Lean Six Sigma Green or Black Belt, PMP, or equivalent.

Responsibilities

Own SLA and KPI delivery, including OTIF, TTFB, claims, and win/capture, across the assigned account portfolio; run weekly and monthly operational cadences with customers.
Lead each account’s continuous-improvement roadmap, identify systemic issues, deliver measurable cost-to-serve and OTIF improvements, and document savings.
Own issue resolution, root-cause investigations, and corrective and preventive actions for escalations; coordinate sustainable fixes with Operations and customers.
Design, maintain, and govern account SOPs; ensure cross-regional consistency and onboarding of new lanes, modes, or scopes awarded by the Growth KAM.
Own customer KPI dashboards and scorecards using Power BI, and turn data into performance narratives for internal reviews and customer QBRs.
Coordinate execution between customer operational teams and Ascent Operations, Control Tower, IT, and Finance.