Manager, Operational Key Account Management

ascentgl; Belleville (MI); On-site; USD 90,000 - 130,000; Full time

Job summary

Ascent Global Logistics in Belleville, Michigan seeks an Operational Key Account Manager to own end-to-end service performance for its key accounts. You will manage SLA/KPI delivery (OTIF, TTFB, claims), lead cross-functional teams, and translate performance data into actionable insights.

Bring 6+ years in logistics, a track record of continuous improvement, and strong Power BI/Excel skills to drive cost-to-serve savings.

Qualifications

• 6+ years of progressive operational experience in logistics, supply chain, or freight forwarding.
• Proven SLA/KPI performance ownership across global, multi-region footprints.
• Hands-on experience leading continuous improvement initiatives that delivered savings and uplift.

Responsibilities

• Own Day-to-Day Service Performance - accountable for SLA/KPI delivery across the assigned account portfolio.
• Lead CI roadmap for each account to deliver measurable cost-to-serve and OTIF improvements.
• Lead root-cause analysis and CAPA for escalations and close the loop with Operations and the customer.
• Maintain SOPs, playbooks, and onboarding docs for complex customer flows.
• Deliver performance visibility via Power BI dashboards and customer scorecards.
• Coordinate cross-functional execution with Operations, Control Tower, IT, and Finance.

Skills

SLA/KPI performance

Power BI

Excel

Analytical mindset

Cross-functional collaboration

Communication

Tools

CargoWise

PEAK Marketplace

TMS

Job description

About Ascent

Ascent Global Logistics, headquartered in Belleville, Michigan, is a leading global provider of expedited, time-critical logistics solutions and other direct transportation services. The company connects customers to its extensive carrier network, internal ground fleet and airline via its proprietary, digital PEAK freight marketplace, which provides robust carrier capacity and transparent pricing, backed by 24/7/365 logistics experts. Ascent's offerings include air charter and ground expedited solutions as well as truckload, less-than-truckload, global forwarding, brokerage, and managed transportation services. The experienced Ascent team solves customers' most challenging logistics needs by providing industry-leading service and top-tier satisfaction.

Our Guiding Principles

At the core of Ascent's culture is a strong commitment to excellence, driven by the passion and dedication of every team member. We're equally dedicated to going above and beyond for our customers, ensuring this commitment extends beyond our team and brings exceptional value to those we serve. We aim for perfect execution in everything we do and 'play hard' by creating an environment where tasks are performed with a can-do attitude from start to finish. We 'play smart' by delivering on our commitments in an honest, fair and ethical manner. We treat every person with whom we interface with the utmost dignity and respect. We understand that our teammates are our most valuable assets, so we 'play together' by making every effort to provide a professional and enjoyable experience, enabling careers to flourish and personal growth to be achieved.

What You'll Do

The Operational Key Account Manager (OKAM) is the performance owner of a portfolio of Ascent's most important key account customers. The role is accountable for end-to-end service performance - SLAs, KPIs, continuous improvement, and cost-to-serve - across the assigned accounts. The OKAM runs the day-to-day operational cadence, owns issue resolution, and ensures Ascent delivers consistent, measurable execution on the commercial commitments made by the Growth KAM. Working closely with Operations, Control Tower, IT, and Finance, the OKAM turns performance data into customer-facing insight and continuous improvement - a hands-on, execution-focused role for a disciplined operational leader.

• Own Day-to-Day Service Performance - Accountable for SLA/KPI delivery (OTIF, TTFB, claims, win/capture) across the assigned account portfolio; run the weekly and monthly operational cadence with the customer.
• Drive Continuous Improvement & Savings - Lead the CI roadmap for each account - identify systemic issues, deliver measurable cost-to-serve and OTIF improvements, and convert performance trends into documented savings.
• Lead Root-Cause Analysis & CAPA - Own issue resolution, root-cause investigation, and corrective/preventive action for escalations; close the loop with Operations and the customer on sustainable fixes.
• Maintain SOPs & Operational Governance - Design, maintain, and govern the account SOPs; ensure cross-regional consistency and smooth onboarding of new lanes, modes, or scopes awarded by the Growth KAM.
• Deliver Performance Visibility via Power BI - Own the customer's KPI dashboards and scorecards; turn Power BI data into structured performance narratives for internal reviews and customer QBRs.
• Coordinate Cross-Functional Execution - Act as the central bridge between the customer's operational teams, Ascent Operations, Control Tower, IT, and Finance; ensure one coordinated service delivery for the customer.

What You'll Bring

Work Experience

• 6+ years of progressive operational experience in logistics, supply chain, or freight forwarding - with a 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.

Qualifications & Skills

• Strong operational mindset - disciplined, detail-oriented, and relentless about execution against the SLA.
• Analytical and data-driven - expert-level Power BI and Excel for KPI reporting, trend analysis, and customer scorecards.
• Excellent communication skills - confident 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, given cross-border US-MX account sco