Manager, Operational Key Account Management

Ascent Global Logistics

. Own day-to-day service performance for a portfolio of key account customers .

Posted 10/16/2026full-timeRemote • Michigan • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing SLA/KPI performance and leading continuous improvement initiatives within logistics and supply chain operations. Proficient in Power BI and Excel for data analysis and reporting, with strong communication skills for engaging with senior stakeholders.

Highest-signal resume keywords

SLA/KPI ManagementContinuous Improvement InitiativesRoot-Cause AnalysisPower BI ExpertiseCross-Functional Collaboration

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Operational Performance ManagementLogistics ManagementSupply Chain OptimizationData AnalysisTrend AnalysisSOP AuthoringKPI ReportingMulti-Modal Account ManagementCost-to-Serve ImprovementIssue Resolution

Soft Skills

Excellent CommunicationDetail-OrientedExecution-FocusedProblem-SolvingCollaboration

Tools & Technologies

Power BIExcelCargoWiseTMSPEAK Marketplace

Certifications & Qualifications

APICS / CSCPLean Six Sigma (Green or Black Belt)PMP

Industry Keywords

LogisticsSupply ChainFreight ForwardingOperational CadenceCustomer ScorecardsOnboarding DocumentationPerformance TrendsService-Level UpliftCross-Regional ConsistencyCustomer Engagement

Tech Stack

Tools & technologies

PMP

About the role

Key responsibilities & impact

Own day-to-day service performance for a portfolio of key account customers
Accountable for SLA/KPI delivery, including OTIF, TTFB, claims, and win/capture
Run weekly and monthly operational cadence with customers
Lead continuous improvement roadmaps and deliver measurable cost-to-serve and OTIF improvements
Identify systemic issues and convert performance trends into documented savings
Own issue resolution, root-cause investigation, and corrective/preventive action for escalations
Design, maintain, and govern account SOPs
Ensure cross-regional consistency and onboarding of new lanes, modes, or scopes
Own customer KPI dashboards and scorecards using Power BI
Turn Power BI data into performance narratives for internal reviews and customer QBRs
Coordinate execution between customer operational teams, Ascent Operations, Control Tower, IT, and Finance
Ensure coordinated service delivery and consistent execution of commercial commitments

Requirements

What you’ll need

6+ years of progressive operational experience in logistics, supply chain, or freight forwarding
Proven track record of managing complex, multi-modal customer accounts
Demonstrated success owning SLA/KPI performance across global, multi-region customer footprints
Hands-on experience leading continuous improvement initiatives that delivered measurable savings and service-level uplift
Proven ability to run root-cause analysis (5 Whys, fishbone, CAPA) and drive systemic corrective actions
Experience authoring and governing SOPs, account playbooks, and onboarding documentation
Strong operational mindset; disciplined, detail-oriented, and execution-focused
Expert-level Power BI and Excel for KPI reporting, trend analysis, and customer scorecards
Excellent communication skills and confidence presenting to senior customer stakeholders
Proven cross-functional collaboration with Operations, Control Tower, IT, and Finance without direct authority
Knowledge of CargoWise or equivalent TMS, PEAK Marketplace integrations, and shipment-level data flows is a strong plus
Bachelor’s degree required, preferably in Supply Chain Management, Logistics, Operations Management, Industrial Engineering, or a related field
Relevant professional certifications strongly preferred: APICS / CSCP, Lean Six Sigma (Green or Black Belt), PMP, or equivalent
Bilingual (English / Spanish) is a plus

Benefits

Comp & perks

401(k) and employer matching
Life Insurance
Health, Dental, Vision Insurance
Short- & Long-Term Disability
Paid Time Off (PTO)
Employee Assistance Program
Paid Parental Leave
Employee Wellness Program
Paid Holidays
Employee Recognition Programs
Flexible Spending Account (FSA)
Tuition Reimbursement
Health Savings Account (HSA)
Overtime, Differential & Bonus Pay