San Francisco - Operational Key Account Manager
About The Position
The Operational Key Account Manager owns a portfolio of strategic logistics accounts, ensuring reliable service, resolving problems, strengthening customer partnerships, and supporting measurable growth. The role bridges customer expectations and the network delivering freight across air, ocean, and inland operations. The position is responsible for maintaining agreed service levels, leading operational recovery when disruptions occur, and turning operational and commercial data into clear actions. It also supports revenue growth through identifying and converting opportunities in lanes, modes, and services; reduces avoidable costs and rework through standardized processes and root-cause follow-up; and incorporates actionable sustainability choices while protecting reliability. Building executive-level customer trust is central to securing renewals and expansions based on performance.
Requirements
- Proven ownership of strategic logistics or freight accounts, with demonstrable results in service, retention, and revenue.
- Working command of international air and ocean operations, including exception management from booking through delivery.
- Ability to conduct QBRs, negotiate scope, and align internal teams while maintaining customer timelines.
- Ability to interpret operational and commercial data and use it to inform decisions.
- Clear written and spoken communication with shippers, consignees, and internal specialists under time pressure.
Responsibilities
- Own a defined portfolio of key accounts and maintain service performance against agreed SLAs, resolving exceptions to keep on-time delivery and claim rates within target.
- Conduct structured business reviews, translate operational data into actions, and close an agreed share of open issues each quarter.
- Identify opportunities in lanes, modes, and services, and convert a documented pipeline into awarded volume to protect and grow revenue.
- Lead cross-functional recovery efforts for air, ocean, or inland disruptions, ensuring customers receive one plan, one owner, and a confirmed outcome.
- Standardize handoffs among operations, customer care, and pricing; track root causes through resolution to reduce avoidable costs and rework.
- Incorporate customer-actionable sustainability choices, including mode mix, consolidation, and reporting, without sacrificing reliability.
- Build executive-level trust to support renewals and account expansions based on performance.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
