Client Operations Lead

echo; Blue Ash (OH); On-site; USD 90,000 - 140,000; Full time

Job summary

Roadtex Transportation, now part of Echo Global Logistics, seeks a senior freight operations leader to deliver execution for complex multi-modal accounts and guide a team of operators. You will coordinate with Account Executives, lead day-to-day freight execution, and drive high service levels, leveraging TMS workflows and EDIs/APIs.

Responsibilities include managing open board, coordinating QBRs, onboarding technology, coaching the team, and partnering with Ops to translate strategy into

Qualifications

• Experience leading customer-facing teams and protecting account health.
• Strong coaching and relationship-management skills.
• Excellent communication and problem-solving abilities.
• Ability to operate in fast-paced, ambiguous environments with leadership judgment.

Responsibilities

• Lead senior-level freight operations execution for complex accounts.
• Own open board management to keep priority loads, exceptions, and commitments visible and closed.
• Prepare materials and strategy for quarterly business reviews (QBRs) with sales to translate performance into action.
• Lead onboarding and technology integration for large accounts with EDIs/APIs.
• Coach and mentor operators to ensure consistent, scalable execution.
• Partner with other functions (Sales, Ops, Billing) to align priorities and actions.

Skills

Team leadership

Coaching

Communication

Problem solving

Analytical thinking

Tools

TMS workflows

Echo systems

EDIs/APIs

Job description

Roadtex Transportation has become a leader in the nationwide LTL industry, specializing in transporting time and temperature-sensitive products. We handle refrigerated and LTL needs by leveraging no sailing schedules, our nationwide network of 32 strategically placed temperature-controlled facilities, our state-of-the-art tracking, and our specialized equipment and warehousing capabilities. In 2022, Roadtex was acquired by Echo Global Logistics. The acquisition brings a truckload brokerage and expanded transportation management solutions to Roadtex's customers while providing Echo with our national warehouse footprint and advanced temperature-controlled transportation solutions.

About the Job

Serves as a senior individual contributor who delivers strong execution to complex, multi-modal accounts and spot quotes while acting as the day-to-day execution lead for a team of dedicated operators.

Supports a Senior National Sales Rep as the primary liaison to Account Executives and Senior Account Executives, directly coordinating high-level account strategy, quarterly business reviews, and managing the distribution of day-to-day freight execution tasks

Keeps the team of operators focused on higher-value work by coaching on consistent operating discipline, proactive stakeholder communication, and cross-functional resolution to deliver high levels of service.

Your Day-to-Day Mission

Freight Operations Delivers senior-level execution for an assigned sales rep's book, including quoting for complex modes and lanes, load execution oversight, customer communication, and issue resolution with minimal sales rep involvement.

Owns open board management so priority loads, exceptions, and commitments stay visible, actioned, and closed without dropped handoffs.

Prepares materials and strategy for routine quarterly business reviews (QBRs) with sales rep to translate performance insights into clear actions, aligned owners, and follow-through that improves execution consistency.

Internal & Customer Communication

Acts as the first line of support for the team of operators by removing issues, answering questions, and escalating appropriately so freight execution progresses.

Leads onboarding and technology integration processes for large accounts by partnering with requisite technology teams to drive clear timelines, operating procedures, and success measures

Team Leadership

• Coaches and mentors team of direct reports through on-the-job activities and lessons.
• Builds team fluency in core tools and workflows (TMS workflows, Echo systems) so execution is consistent and scalable.
• Promotes cross-training and coverage planning so execution remains stable during PTO, turnover, and volume spikes.
• Supports account strategy in partnership with the sales rep to translate commercial priorities into an execution plan across the team
• Partners with the Operations Manager using internal reporting to surface operator trends, recommend corrective actions, and align on interventions like training, process fixes, and escalation handling.

Your Team Counterparts

• Sales reps / Sales managers: align on priorities and account strategy across customers, along and customer messaging so commercial and operational actions stay coordinated.
• Operations manager: provide performance insights, support direct report performance management, handle first-line triage, and elevate only what truly requires manager decision-making.
• Account Executives / Sr. Account Executives (team members): set standards, provide daily coaching tips and recommendations, and unblock execution so the team operates with consistency and confidence.
• Financial Ops / Billing teams : coordinate approvals and resolution on complex issues and escalation per policy when guardrails are exceeded.
• Integration teams: coordinate onboarding and technology connections for EDIs / APIs to connect customer portals with Echo systems
• Carrier Ops teams: coordinate capacity for account strategy and regularly review client performance metrics to ensure high service levels.
• Customers: coordinate routine QBRs, manage highest value escalations and load coverage to support the team.

Your Profile

Proven ability to lead customer-facing teams, with a track record of protecting account health, retaining customers, and guiding teams through complex service environments.

Strong coaching orientation, with the ability to develop AE capabilities in relationship management, issue resolution, and judgment-based decision-making.

Excellent communication and problem-solving skills, including comfort engaging directly with customers during sensitive or high-stakes situations.

Strong analytical and business judgment to assess account health, identify churn risks, and translate trends into clear priorities and coaching actions.

Ability to operate effectively in fast-paced, ambiguous environments by applying structure, prioritization, and leadership judgment - remaining deeply engaged without reverting to day-to-day execution.

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