Manager, Operational Key Account Manager

Ascent on demand; Belleville (MI); On-site; USD 115,000 - 120,000; Full time

Benefits offered by this job

401(k) and employer matching

Health, Dental, Vision Insurance

Paid Time Off (PTO)

Employee Assistance Program

Paid Parental Leave

Tuition Reimbursement

Flexible Spending Account (FSA)

Health Savings Account (HSA)

Overtime, Differential & Bonus Pay

Job summary

Ascent Global Logistics, headquartered in Belleville, Michigan, is seeking an Operational Key Account Manager to own end-to-end service performance for key accounts and drive continuous improvement. You will manage SLA/KPI delivery, leverage Power BI dashboards, and coordinate cross-functional teams to meet commitments and optimize cost-to-serve.

The role requires 6+ years in logistics operations, strong analytical skills, and the ability to translate data into actionable insights for senior

Qualifications

• 6+ years of progressive operational experience in logistics, supply chain, or freight forwarding.
• Proven track record of owning SLA/KPI performance (OTIF, claims, cost-to-serve).
• Hands-on experience leading continuous improvement initiatives with measurable savings.
• Proven ability to run root-cause analysis and drive corrective actions with Operations.
• Experience authoring and governing SOPs, account playbooks, and onboarding docs for complex flows.

Responsibilities

• Own Day-to-Day Service Performance — SLA/KPI delivery across the account portfolio.
• Drive Continuous Improvement & Savings — CI roadmap with measurable cost-to-serve improvements.
• Lead Root-Cause Analysis & CAPA — investigate escalations and implement sustainable fixes.
• Maintain SOPs & Governance — design and govern SOPs and onboarding for new lanes.
• Deliver Performance Visibility via Power BI — dashboards and scorecards for reviews.
• Coordinate Cross-Functional Execution — bridge between customer ops, IT, and Finance.

Skills

Power BI

Excel

SLA KPIs

Root-cause analysis

Cross-functional collaboration

Operational excellence

Stakeholder communication

Education

Bachelor’s degree

MBA

Tools

CargoWise

PEAK Marketplace

TMS

Microsoft Excel

Job description

This is for an onsite role near Phoenix, AZ.About AscentAscent 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 PrinciplesAt 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.ROLE SUMMARYThe 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.KEY ACTIVITIESThe six most important activities of the role: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 WILL BRINGThe successful candidate brings the following qualifications, experience, and education:Work Experience6+ 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 & SkillsStrong 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 scope.Educational BackgroundBachelor’s degree required — preferably in Supply Chain Management, Logistics, Operations Management, Industrial Engineering, or a related field.Advanced degree (MBA, MS in Supply Chain / Operations) a plus.Relevant professional certifications strongly preferred — APICS / CSCP, Lean Six Sigma (Green or Black Belt), PMP, or equivalent.Ascent’s Competitive Benefits401(k) and employer matchingLife InsuranceHealth, Dental, Vision InsuranceShort- & Long-Term DisabilityPaid Time Off (PTO)Employee Assistance ProgramPaid Parental LeaveEmployee Wellness ProgramPaid HolidaysEmployee Recognition ProgramsFlexible Spending Account (FSA)Tuition ReimbursementHealth Savings Account (HSA)Overtime, Differential & Bonus PaySalary Range: $115,000 - $120,000