Operations Account Manager

DP World•Philadelphia, PA

5h•Hybrid

About The Position

DP World is a leading provider of worldwide smart end-to-end supply chain & logistics solutions. They are seeking a world-class Operational Account Manager to join their growing team. This role will be based in the US or Canada and requires a proven history of engaging with top global clients, enhancing service delivery, and winning new Contract Logistic and freight forwarding business. The successful candidate will be a key part of the account team, focusing operationally to ensure service commitments are met for a top global tech client. The role involves developing strong client relationships, acting as a primary contact for projects and issues, and coordinating with internal stakeholders. The manager will continuously evaluate client needs, identify new opportunities for upselling and cross-selling, and prepare KPI/scorecard data for business reviews. A significant part of the job involves ensuring common, consistent processes across 12 client sites and leveraging best practices to meet annual revenue and profitability targets. This includes actively pursuing new opportunities, managing renewals, tracking service change requests, and supporting new implementations and continuous improvement initiatives.

Requirements

University degree required
Minimum 3 years relevant work experience in the contract logistics industry and in freight forwarding
Excellent communication skills and ability to work well across borders
Proven ability to manage multiple projects at a time while paying strict attention to detail
Problem-solving mindset
High customer service focus and strong business acumen
Tight organizational and time management skills
Experience in managing pipeline of opportunities with track record of winning new business as well as maintaining existing business
High level proficiency in Microsoft applications, especially PowerPoint and Excel
Ability to travel up to 30%
Fluent in English
Applicants must be legally authorized to work in The United States without sponsorship now or in the future

Nice To Haves

Business or engineering degree preferred
Experience in other areas of logistics (road, manufacturing support, etc.)
Lean, Six Sigma experience or certification is a big plus
Desired experience dealing with tech customers
Spanish and or Portuguese valuable

Responsibilities

Be a key part of the account team responsible for protecting and growing business with a top global tech client
Have an operational focus to ensure delivery on all service commitments to the client
Develop strong, trusted relationships with the client at appropriate levels and be their first point of contact and escalation for new projects/opportunities as well as issues (Change, Concerns, Commercials)
Interface with DP World internal stakeholders (operations, engineering, IT, etc.) and coordinate collaboration to execute on customer commitments
Continuously evaluate the match between client needs and current services/solutions through regular client interactions and help identify new opportunities for upselling and cross-selling
Prepare and maintain KPI/scorecard data to support regular business reviews (MBR, QBR, EBR) with the client, and coordinate follow-up on all actions
Coordinate the involvement of company personnel, including operations, engineering and management resources, to meet clients' expectations and account performance objectives
Help ensure common, consistent processes across 12 client sites and leverage best practices
Help meet annual targets for new revenue and profitability for the client
Actively pursue and lead new opportunities and renewals, as well as track service change requests and commercial resolves for both Contract Logistics and Freight Forwarding
Support new implementations for expanding scope as well as supporting continuous improvement initiatives (Lean, Six Sigma) across sites