Senior Operational Key Account Manager, Global Ground Transportation

DSV•Lancaster, TX

3d•$115,000 - $135,000

About The Position

The Senior Operational Key Account Manager coordinates global operational delivery, service performance, and continuous improvement for an assigned portfolio of major technology customers using ground transportation. The position works across DSV divisions and geographic regions to align operational teams, implement customer requirements, maintain consistent service delivery, and account for regional operating conditions. As a central operational partner for assigned customers, the role translates service expectations and business changes into coordinated actions. It monitors performance, resolves operational challenges, shares effective practices, and ensures changes are implemented with clear ownership and accountability. The position supports ground transportation across Road, Air & Sea, and Contract Logistics, partnering with global and regional Operations, commercial account leaders, the Senior Operational Excellence Manager, the Project Director, and other functions. It is a senior individual-contributor role that leads through influence and coordination without direct reporting authority. The position is based in Lancaster, Texas, and primarily operates in a professional office environment. Domestic and international travel is required as business needs dictate. Flexibility in working hours is necessary to accommodate international time zones, customer needs, escalations, and implementation activities.

Requirements

Bachelor’s degree in Supply Chain Management, Logistics, Transportation, Business Administration, or a related field, or an equivalent combination of education and relevant experience.
At least five years of progressive experience in transportation operations, operational account management, logistics, supply chain, or a related field.
Demonstrated experience coordinating customer operations across multiple locations, business units, or geographic regions.
Strong experience in trucking or ground transportation operations, such as FTL, LTL, dedicated transportation, freight brokerage, asset-based operations, or final mile.
Experience translating customer requirements into operational processes and coordinating implementations or service changes.
Experience managing service performance, customer escalations, root cause analysis, and corrective action planning.
Ability to lead cross-functional initiatives and influence stakeholders without direct authority.
Working knowledge of transportation management systems, operational reporting tools, and KPI scorecards.
Strong understanding of ground transportation operations and customer service requirements.
Ability to coordinate complex operations across divisions, regions, and cultures and to translate customer expectations into clear actions, procedures, and accountabilities.
Strong operational judgment, problem-solving, relationship-building, influencing, escalation management, conflict resolution, and follow-through skills.
Ability to interpret performance data and drive practical operational improvements.
Clear written, verbal, presentation, and facilitation skills, including communication with operations teams, customers, commercial partners, and senior leadership.
Strong organization and documentation skills; ability to manage competing priorities and balance global consistency with regional requirements.
Initiative and accountability for progressing issues and commitments through completion.
Proficiency in Microsoft Office, including Excel, PowerPoint, Word, Outlook, and Teams.
Ability to travel domestically and internationally as business needs dictate and to work flexibly to accommodate international time zones, customer requirements, escalations, and implementations.
Ability to perform the stated physical and communication duties, with reasonable accommodations as applicable.

Nice To Haves

Experience supporting international or global customer operations.
Experience supporting high-tech customers, including technology infrastructure, data centers, high-value freight, specialized transportation, or operations with enhanced security requirements.
Lean Six Sigma, project management, or a related professional certification.

Responsibilities

Coordinate ground transportation operations for assigned global technology customers across divisions and geographic regions.
Maintain a consolidated understanding of customer requirements, service commitments, operating models, and regional responsibilities; align teams on expectations, priorities, procedures, and requirements.
Facilitate operational discussions, review performance, coordinate actions, identify gaps in ownership or execution, and maintain visibility into operational risks and business developments.
Partner with commercial account leaders to translate customer commitments into operational execution.
Translate customer requirements and business changes into operational plans, procedures, responsibilities, and performance measures.
Coordinate implementation of new lanes, service expansions, revised delivery requirements, and other transportation service changes; assess regional readiness, including capacity, processes, systems, training, and resources.
Incorporate applicable customer security, shipment integrity, handling, and chain-of-custody requirements into procedures; coordinate testing, launch preparation, follow-up, and documentation.
Monitor performance against customer requirements, service commitments, and operational standards; work with the Senior Operational Excellence Manager on reporting needs and use dashboards, scorecards, and quality metrics.
Review trends, service failures, recurring exceptions, and regional variations; lead performance discussions and coordinate corrective action plans with owners, milestones, and success measures.
Track improvement commitments through completion, verify effectiveness, prepare operational updates, participate in customer business reviews, and communicate concerns and recommendations to global leadership.
Serve as a global operational escalation point; coordinate responses to service disruptions and recurring issues, investigate root causes, establish corrective actions and longer-term solutions, and keep stakeholders updated.
Escalate matters requiring leadership decisions, additional resources, or changes to customer commitments; monitor issues through resolution and incorporate lessons learned into procedures and planning.
Promote consistent service delivery while recognizing local requirements; identify and share effective regional practices.
Develop and maintain customer-specific SOPs, operational playbooks, process maps, and escalation procedures; improve handoffs, communication, reliability, efficiency, and scalability.
Coordinate improvement initiatives with the Senior Operational Excellence Manager and Project Director, evaluate process changes, and keep operational documentation current.
Build relationships and coordinate contributions across Operations, Commercial, Business Change Management, IT, Finance, Safety, Security, and other functions without direct reporting authority.
Partner with customers, carriers, vendors, and other external stakeholders as required.
Travel for operational reviews, customer meetings, implementations, site assessments, and stakeholder engagement.
Perform other duties, responsibilities, and projects as assigned.