Manager, Operational Key Account Manager

Ascent•Belleville, MI

23h•$140,000 - $145,000

About The Position

The Operational Key Account Manager (OKAM) owns the operational performance of 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. The OKAM manages the day-to-day operational cadence, resolves issues, and ensures Ascent consistently delivers on commercial commitments made by the Growth KAM. Working with Operations, Control Tower, IT, and Finance, the role turns performance data into customer-facing insight and continuous improvement.

Requirements

At least 6 years of progressive operational experience in logistics, supply chain, or freight forwarding, with a proven 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, fishbone, and CAPA, and driving 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 and confidence 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/Spanish skills.
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 day-to-day service performance and SLA/KPI delivery, including OTIF, TTFB, claims, and win/capture, and run weekly and monthly operational cadences with customers.
Lead continuous-improvement roadmaps for assigned accounts, 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 support onboarding of new lanes, modes, or scopes awarded by the Growth KAM.
Own customer KPI dashboards and scorecards, using Power BI data to create performance narratives for internal reviews and customer QBRs.
Coordinate execution among customer operational teams, Ascent Operations, Control Tower, IT, and Finance to ensure coordinated service delivery.