Sr. Manager Customer Operations

Yusen Logistics•Jacksonville, FL

3d•Hybrid

About The Position

The Senior Manager, Customer Operations leads the customer-facing operations function for Yusen Logistics' Domestic Transportation Brokerage within the Supply Chain Solutions Group. The role is accountable for service execution, operational customer relationships, account retention and organic growth, and the performance of managers, supervisors, and teams supporting Truckload, Intermodal, Less-than-Truckload (LTL), and Parcel services. The position oversees the customer operations lifecycle from load tender acceptance and order creation through delivery, issue resolution, performance reporting, and operational follow-up. It partners with Sales, Pricing, Carrier Operations, Finance, IT, and other Yusen teams to deliver profitable, scalable transportation solutions. The role leads service performance and customer escalations, develops the customer operations organization, and drives continuous improvement and account growth. Work is primarily performed in an office environment, with in-office presence required for meetings, team events, and scheduled days under a hybrid schedule as required by company policy. Travel of up to 15%, including occasional overnight travel, may be required. Occasional overtime may be required.

Requirements

Minimum seven years of progressive experience in transportation, freight brokerage, logistics operations, account management, or a related customer-facing supply chain function.
Demonstrated experience leading customer-facing transportation operations and managing complex or strategic customer accounts.
Working knowledge of Truckload, Intermodal, LTL, and Parcel transportation operations, service requirements, and exception-management practices.
Demonstrated success improving service performance, resolving customer escalations, retaining business, and identifying account-growth opportunities.
Strong financial and commercial acumen, including the ability to interpret revenue, gross profit, operating performance, and account-level trends.
Excellent leadership, communication, presentation, negotiation, analytical, and problem-solving skills, with the ability to influence across a matrixed organization.
Proficiency with Transportation Management Systems, Microsoft Excel, PowerPoint, Outlook, Teams, and reporting or business-intelligence tools.
Ability to travel up to 15%, including occasional overnight travel, as business needs require.
Ability to meet the physical and environmental demands of the role, with reasonable accommodations where applicable; these include prolonged sitting, frequent computer and office-equipment use, regular hand and finger use, and occasional lifting or moving of office supplies or equipment up to 25 pounds.
Ability to read, interpret, and compose clear written and verbal communications; maintain strong organizational skills, confidentiality, and independent work habits; adapt to changing priorities; and communicate professionally with colleagues and customers.

Nice To Haves

A degree in Administration or a related field is strongly preferred; an equivalent combination of education and relevant experience may be considered.
A minimum of three years of people-leadership experience, including responsibility for managers, supervisors, or multi-level teams, is strongly preferred.

Responsibilities

Provide strategic and day-to-day leadership for customer-facing brokerage operations across Truckload, Intermodal, LTL, and Parcel services.
Ensure consistent execution of load tender acceptance, order entry, load building, appointment coordination, tracking, customer communication, exception management, proof-of-delivery follow-up, and operational closeout.
Establish operating standards, escalation paths, staffing models, and account ownership to support reliable, responsive, scalable service.
Maintain operational readiness and service continuity during volume surges, disruptions, customer implementations, and other business-critical events.
Serve as the senior operations-level relationship owner and escalation point for assigned brokerage customers.
Build customer relationships by understanding transportation networks, service requirements, operating processes, priorities, and business drivers.
Lead operational reviews and support Quarterly Business Reviews by presenting service performance, root causes, corrective actions, improvement initiatives, and measurable outcomes.
Proactively resolve service failures and recurring issues, ensuring timely, accurate, and professional customer communication.
Represent the voice of the customer and align internal teams around customer commitments and service expectations.
Protect customer retention through high service standards, operational consistency, and disciplined follow-through.
Identify organic growth opportunities within existing accounts, including additional lanes, locations, business units, modes, and value-added services.
Partner with Sales, Pricing, and leadership on account growth plans, bids, and pricing reviews, converting qualified opportunities into sustainable operations.
Balance customer requirements with operational feasibility, capacity, service quality, and profitability.
Establish and manage KPIs for service, responsiveness, quality, productivity, efficiency, account health, and customer satisfaction.
Monitor account revenue, gross profit, operating performance, accessorial activity, claims trends, and service risks with Finance, Pricing, and brokerage leadership.
Use transportation data, customer feedback, and root-cause analysis to identify trends, eliminate recurring failures, standardize best practices, and improve customer outcomes.
Develop and maintain standard operating procedures, work instructions, customer playbooks, business continuity plans, and reporting routines.
Lead continuous-improvement and change-management initiatives to improve scalability, control, and the customer experience.
Lead managers and supervisors responsible for customer-facing brokerage execution and account operations.
Set expectations, priorities, decision rights, and performance standards, and hold leaders accountable for results.
Build organizational capability through coaching, succession planning, cross-training, workload balancing, and development of transportation and customer-management expertise.
Oversee workforce planning, hiring, onboarding, performance management, corrective action, and employee development in accordance with company policy.
Create a culture of ownership, urgency, collaboration, continuous improvement, and world-class service.
Partner with Carrier Operations and Procurement to align customer demand with capacity, routing guides, carrier performance, and service recovery needs.
Coordinate with Sales, Pricing, Finance, IT, Claims, Compliance, and other operating groups on implementations, process design, reporting, issue resolution, and account growth.
Support new-customer implementations by translating commercial commitments into executable operating processes, staffing, controls, and service measurements.
Represent Domestic Transportation Brokerage in internal and customer meetings and communicate operational risks, needs, and results to senior leadership.
Travel up to 15%, including occasional overnight travel, as business needs require.
Comply with company policies and procedures and maintain regular, punctual attendance.