Senior Manager, Control Tower Operations, Road Transport US

DSV • Lancaster, TX

1d • Onsite

About The Position

At DSV Road Transport, the Senior Manager, Control Tower Operations is responsible for leading and optimizing the end-to-end Control Tower function across first, middle, and final mile operations. This role oversees Managers, Operational Key Accounts and their respective Control Tower teams, ensuring consistent execution of shipment visibility, milestone management, and service delivery in alignment with customer expectations and contractual requirements. Reporting directly to the Director, Control Tower, the Senior Manager drives operational performance and excellence through standardized processes, performance management, and continuous improvement initiatives, while leading a team of Managers, Operational Key Accounts and their respective Control Tower teams. This role serves as a critical link between operations, commercial teams, and customers, ensuring scalable, high-quality service delivery and long-term customer success.

Requirements

• Bachelor’s degree in Business, Logistics, Supply Chain Management, or a related field preferred. Equivalent combination of education and relevant work experience will be considered.
• 8+ years of progressive experience in transportation, logistics, or supply chain operations.
• Experience in Control Tower operations, freight brokerage, asset-based transportation, or multi-modal logistics required.
• Proven experience managing complex customer accounts and driving operational performance.
• Strong leadership and team development skills.
• Ability to operate at both strategic and operational levels.
• Advanced analytical and problem-solving capabilities.
• Strong communication and stakeholder management skills.
• Ability to influence cross-functional teams and drive alignment.
• Deep understanding of transportation operations, SLAs, and customer expectations.
• Ability to manage competing priorities in a fast-paced environment.
• Proficiency in Microsoft Office and transportation management systems.

Nice To Haves

• 3+ years of leadership experience managing managers or multiple teams preferred.
• Experience leading process improvements, operational standardization, or system-related initiatives preferred.

Responsibilities

• Lead, coach, and develop Managers, Operational Key Accounts, ensuring effective leadership of Control Tower teams.
• Establish and monitor performance expectations across teams, including KPIs related to SLA adherence, OTIF, and service quality.
• Drive the transition from reactive to proactive operations through improved forecasting and exception management.
• Provide leadership support during escalations, staffing gaps, and high-impact operational events.
• Drive a culture of accountability, responsiveness, and continuous improvement.
• Own Control Tower performance across all accounts, including shipment visibility, milestone compliance, and exception management.
• Ensure consistent execution of customer-specific SOPs and contractual service requirements.
• Standardize and enforce processes related to escalation management, communication protocols, and operational workflows.
• Oversee real-time issue resolution and ensure timely, accurate communication with customers, carriers, and internal stakeholders.
• Provide senior-level oversight of key customer accounts in partnership with Managers and commercial teams.
• Support and participate in customer business reviews, delivering performance insights and improvement plans.
• Act as a senior escalation point for complex or high-impact customer issues.
• Partner with Sales, Pricing, and Operations to support account retention, service expansion, and long-term customer strategy.
• Oversee reporting and analytics across Control Tower operations, including OTIF, service failures, accessorials, and customer KPIs.
• Analyze trends to identify operational risks, performance gaps, and improvement opportunities.
• Drive accountability through regular performance reviews, operational cadence calls, and leadership reporting.
• Ensure accuracy and consistency of data across systems and reporting tools.
• Lead initiatives to improve operational efficiency, service quality, and scalability across the Control Tower.
• Conduct root cause analysis on service failures and ensure corrective actions are implemented and sustained.
• Identify opportunities for process standardization, automation, and workflow optimization.
• Partner with cross-functional teams to improve data quality, system usage, and operational execution.
• Collaborate with internal teams including IT, Finance, Carrier Sales, and Operations to support integrated solutions.
• Support and drive adoption of transportation systems, reporting tools, and customer integrations (e.g., TMS, EDI/API).
• Lead or contribute to strategic initiatives, including system enhancements, customer onboarding, and operational transformation efforts.
• Perform other duties and support strategic initiatives as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Number of Employees: 5,001-10,000 employees