Manager, Operational Key Account Manager

Ascent Global Logistics

. Own day-to-day service performance and accountability for SLA/KPI delivery across assigned key account portfolios .

Posted 11/9/2026full-timeRemote • United StatesMid-LevelSenior💰 $140,000 - $145,000 per yearWebsite

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 data analysis and reporting using Power BI and Excel, with strong communication skills for stakeholder engagement.

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

Logistics OperationsSupply Chain ManagementFreight ForwardingData AnalysisTrend AnalysisSOP AuthoringCost-to-Serve ImprovementOTIF PerformanceMulti-Modal Account ManagementPerformance Reporting

Soft Skills

Excellent CommunicationDetail-OrientedOperational MindsetPresentation SkillsCollaboration

Tools & Technologies

Power BIExcelCargoWisePEAK MarketplaceTMS

Certifications & Qualifications

APICSCSCPLean Six SigmaPMP

Industry Keywords

LogisticsSupply ChainFreight ForwardingOperational PerformanceCustomer Account Management

Tech Stack

Tools & technologies

PMP

About the role

Key responsibilities & impact

Own day-to-day service performance and accountability for SLA/KPI delivery across assigned key account portfolios
Run weekly and monthly operational cadences with customers
Lead continuous improvement roadmaps for each account
Identify systemic issues and deliver measurable cost-to-serve and OTIF improvements
Convert performance trends into documented savings
Own issue resolution, root-cause investigations, and corrective/preventive action for escalations
Close the loop with Operations and customers on sustainable fixes
Design, maintain, and govern account SOPs
Ensure cross-regional consistency and smooth onboarding of new lanes, modes, or scopes awarded by the Growth KAM
Own customer KPI dashboards and scorecards using Power BI
Turn Power BI data into structured 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 for customers

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 relentless about execution against the SLA
Expert-level Power BI and Excel for KPI reporting, trend analysis, and customer scorecards
Excellent communication skills and confidence presenting service performance 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 a strong plus
Bilingual (English / Spanish) 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