Manager, Operational Key Account Manager

Ascent Global Logistics

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

Posted 11/9/2026full-timePhoenix • Arizona • United StatesMid-LevelSenior💰 $115,000 - $120,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in managing SLA/KPI performance and leading continuous improvement initiatives within logistics and supply chain operations. Proficient in data analysis and reporting using Power BI and Excel, 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

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Logistics ManagementSupply Chain OperationsKPI ReportingData AnalysisSOP AuthoringCost-to-Serve AnalysisMulti-Modal Account ManagementOperational GovernanceRoot-Cause InvestigationPerformance Metrics

Soft Skills

Excellent CommunicationDetail-OrientedOperational MindsetPresentation SkillsCollaboration

Tools & Technologies

Power BIExcelCargoWiseTMSPEAK Marketplace

Certifications & Qualifications

APICS/CSCPLean Six Sigma Green BeltLean Six Sigma Black BeltPMP

Industry Keywords

Freight ForwardingSupply Chain ManagementLogisticsOperational PerformanceCustomer Account Management

Tech Stack

Tools & technologies

PMP

About the role

Key responsibilities & impact

Own end-to-end service performance for a portfolio of key account customers
Manage SLA/KPI delivery, including OTIF, TTFB, claims, and win/capture metrics
Run weekly and monthly operational cadences with customers
Lead continuous-improvement roadmaps and deliver measurable cost-to-serve and OTIF improvements
Conduct root-cause investigations and own corrective/preventive action for escalations
Maintain account SOPs and operational governance
Ensure cross-regional consistency and onboarding of new lanes, modes, or scopes
Own customer KPI dashboards and scorecards using Power BI
Turn performance data into narratives for internal reviews and customer QBRs
Coordinate execution among customer operations, Ascent Operations, Control Tower, IT, and Finance

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 (OTIF, claims, cost-to-serve) 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 with Operations
Experience authoring and governing SOPs, account playbooks, and onboarding documentation for complex customer flows
Strong operational mindset; disciplined, detail-oriented, and focused on SLA execution
Expert-level Power BI and Excel for KPI reporting, trend analysis, and customer scorecards
Excellent communication skills and confidence presenting to senior customer stakeholders in QBRs and issue reviews
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
Bilingual English/Spanish is a 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

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