Senior Account Operations Lead (Onsite)

Forward Air Corporation; Nashville (TN); On-site; USD 70,000 - 79,000; Full time

Job summary

Forward Air Corporation in Nashville, TN is seeking a Manager, Account Operations to lead the account management team and serve as the customer relationship owner for assigned accounts. You will drive service excellence, retention, and long-term partnership development by coordinating with operations, sales, and finance to meet commitments.

The role emphasizes building executive-level relationships, analyzing performance data, and guiding onboarding and new service implementations to improve

Qualifications

• Five+ years in transportation/logistics or related customer-facing ops.
• Experience leading customer relationships and developing teams.
• Strong knowledge of transportation, warehousing, and contract logistics.
• Ability to analyze operational, financial, and customer data to drive improvements.

Responsibilities

• Serve as senior customer relationship owner for assigned accounts.
• Lead, coach, and develop Operations Account Managers and staff to drive performance and growth.
• Establish and maintain executive-level customer relationships to support retention and partnerships.
• Partner with site and regional leadership to align expectations with execution and objectives.
• Oversee customer service performance, account health, and KPIs.
• Lead resolution efforts for significant customer concerns and escalations.
• Conduct and oversee business reviews, performance meetings, and strategic account planning.
• Ensure account-specific service requirements, KPIs, and contractual commitments are met.
• Analyze service, operational, financial, and customer data to identify improvements.
• Collaborate with Sales, Operations, Finance to support retention and growth.
• Provide strategic guidance on onboarding and new service implementations.
• Monitor labor utilization and account resources for coverage and delivery.
• Champion customer advocacy while balancing capabilities and commitments.
• Ensure compliance with policies and regulatory standards.
• Build relationships with customers, carriers, vendors, and internal stakeholders.
• Develop corrective action plans and service recovery initiatives.
• Participate in forecasting, budgeting, and business planning.
• Promote accountability and operational excellence.
• All other duties as assigned to meet evolving business needs.

Skills

Customer relationship management

Leadership

Data analysis

Strategic thinking

Cross-functional collaboration

Negotiation

Communication

KPI visualization

Account management

Problem solving

Education

Bachelor's degree in Business, Logistics, or related field

Tools

McLeod

CargoWise

Salesforce

Job description

Forward Air Corporation in Nashville, TN is seeking a Manager, Account Operations to lead the account management team and serve as the customer relationship owner for assigned accounts. You will drive service excellence, retention, and long-term partnership development by coordinating with operations, sales, and finance to meet commitments.

The role emphasizes building executive-level relationships, analyzing performance data, and guiding onboarding and new service implementations to improve