Senior Account Operations Manager - Customer Growth

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

Job summary

Forward Air Corp. in Nashville, TN seeks a Manager, Account Operations to own customer relationships and lead the account operations team across assigned accounts, driving service performance and retention.

You will coach account managers, coordinate with Sales and Operations, oversee service levels, and develop strategies for growth and continuous improvement. This on-site role requires a Monday–Friday schedule with first/mid-day shifts.

Qualifications

• Education: Undergraduate degree in Business, Logistics, Supply Chain, Transportation, or related field preferred.
• Certification/Licensure: Industry certifications related to transportation, logistics, or leadership development are a plus.
• Experience: 5+ years in transportation/logistics or related customer-facing operational environment; leadership experience preferred.
• Demonstrated success managing complex customer relationships and service delivery performance.
• Broad knowledge of transportation, warehousing, freight forwarding, and supply chain operations.
• Strong analytics and ability to visualize KPIs for decision making.

Responsibilities

• Serve as the senior customer relationship owner for assigned accounts and customers within an operations location.
• Lead, coach, and develop Operations Account Managers, Account Coordinators, and other personnel to drive performance and growth.
• Establish and maintain executive-level relationships to support retention and partnerships.
• Partner with site and regional leadership to align expectations with execution.
• Oversee customer service performance, account health, and operational metrics.
• Lead resolution efforts for significant customer concerns and service failures.
• Conduct customer reviews, performance meetings, and strategic account planning.
• Ensure service requirements, KPIs, and contractual commitments are executed.
• Analyze data to identify opportunities for improvement and growth.

Skills

Leadership

Customer relationship management

Data analysis

KPI dashboards

Cross-functional collaboration

Communication

Negotiation

Conflict resolution

Strategic planning

Education

Bachelors in Business / Logistics / Supply Chain

Tools

McLeod

CargoWise

Salesforce

Job description

Forward Air Corp. in Nashville, TN seeks a Manager, Account Operations to own customer relationships and lead the account operations team across assigned accounts, driving service performance and retention.

You will coach account managers, coordinate with Sales and Operations, oversee service levels, and develop strategies for growth and continuous improvement. This on-site role requires a Monday–Friday schedule with first/mid-day shifts.