Senior Manager, Customer Operations Activation Lead
About The Position
The North America Operating Unit (NAOU) manages a $1.1 billion annual transportation budget and oversees more than 600,000 customer purchase orders each year. The Customer Operations team owns end-to-end Order Management and customer communication, ensuring order accuracy, visibility, and a high-quality customer experience, while working in close partnership with Transportation teams to execute reliable, cost-effective delivery. Through strong cross-functional collaboration, provider partnerships, network planning, and performance management, the team aligns order fulfillment and transportation execution to ensure customers and facilities receive consistent, dependable service. The Role The Senior Manager, Customer Operations Activation Lead enables reliable, end-to-end customer fulfillment by coordinating capabilities across Transportation, Customer Service, and Order Management within NAOU’s complex logistics network. This role focuses on delivering service excellence by strengthening cross-functional processes, improving tools, and ensuring teams operate seamlessly to meet customer commitments. This leader serves as the primary coordinator during network disruptions and customer-specific service failures, partnering closely with Customer Service, Order Management, Transportation, and key stakeholders to align priorities, manage issue triage and communication, and drive service recovery with minimal customer impact. The role drives the business strategy and activation of transportation and customer operations systems, ensuring solutions are designed for the end-to-end customer journey and support effective daily execution, exception management, and customer communication. Accountable for activation, governance, and performance of solutions across multiple platforms, this leader establishes clear ownership, operating rhythms, and value realization. Through strong cross-functional leadership and structured change management, the Activation Lead enables effective adoption of new capabilities and ensures Transportation, Customer Service, and Order Management teams are equipped to work efficiently, collaboratively, and consistently deliver customer service excellence.
Requirements
- College degree or equivalent work experience.
- Oracle Transportation Management (OTM) or other Transportation Management Systems.
- Advanced Excel skills, including proficiency with formulas, pivot tables, and VLOOKUPs.
- Strong ability with Power BI.
- Procurement tool capabilities (example: Keelvar)
- Proficient in MS Office applications, including Word, Excel, PowerPoint, Teams, and Outlook.
- Strong organizational skills: able to prioritize and manage short-term, mid-term, and long-term tasks to meet deadlines effectively.
Nice To Haves
- Self-motivated, flexible, with the ability to manage multiple priorities and meet various deadlines.
- Experienced in over-the-road transportation.
- Strong knowledge of NAOU procurement and transportation tools.
- Proven track record of problem-solving that drives improvements and efficiencies.
- Excellent analytical skills.
- Highly organized with strong attention to detail.
- Significant experience in establishing effective routines in a fast-paced, high-volume environment.
- Exceptional written and verbal communication skills.
- Must be flexible with their schedule to accommodate the varying needs of the business.
- Preferably, 5+ years of experience in over-the-road truckload transportation.
Responsibilities
- Own end-to-end solution delivery across multiple transportation and order management tools, processes and capabilities from activation and governance to commercialization, including sustained change management and user adoption.
- Lead cross-functional disruption response and service recovery, aligning Customer Service, Order Management, Transportation, and key stakeholders on priorities, triage, and communications to minimize customer impact.
- Electronic Data Interchange (EDI), including Shipment Delay (SD) collaboration with IT technical team for EDI/SD set up of new carriers and resolution of carrier related EDI issues to ensure data necessary for measuring performance is received accurately and timely; establish support models.
- FourKites onboarding for new carriers, weekly cross-functional cadence, and ongoing governance with FourKites to improve tracking of all NAOU shipments; drive adoption through standard work and training.
- Ownership of the FourKites Agentic AI – Tracy, with focus on continuing to enhance this capability along with growing use cases and adoption.
- ePOD management for all carriers to ensure POD’s are received prior to invoicing and that they are received accurately.
- Lead internal enablement and adoption so users are set up in OTM to view and download POD’s needed to support customer requests.
- Lead transportation responsibility for ATP bid and budget technology conversion ensuring existing capabilities are properly transitioned over
- Strategic Transportation and Operations leadership for the automation of bid processes by the Global Logistics Team
- Other tools improvements and enhancements, including automation of rate schedules, rate and commitment upload tools, and scorecards
Benefits
- A full range of medical, financial, and/or other benefits, dependent on the position, is offered.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
Associate degree
