Senior Manager, Customer Excellence & Operations

CEVA Logistics; Houston (TX); On-site; USD 120,000 - 160,000; Full time

Benefits offered by this job

Paid Time Off

401(k)

Health insurance

Job summary

CEVA Logistics is seeking a Customer Excellence Senior Manager to lead customer service, account management, and customer-facing operations, delivering exceptional service and strong business performance.

You will partner with operations leadership to meet expectations and SLAs, drive continuous improvement, coach teams, and lead Lean initiatives while staying ahead of industry trends and customer requirements.

Qualifications

• High School Diploma or GED required; Bachelor's Degree preferred.
• 7–10 years of experience in freight forwarding, logistics, or customer service.
• 5+ years of leadership experience managing customer-facing teams.
• Strong knowledge of freight forwarding operations and customer service processes.
• Experience with KPIs, SLAs, scorecards, and budgeting.

Responsibilities

• Lead Customer Service, Key Account Management, and customer-facing operational teams.
• Build and maintain strategic relationships with key customer stakeholders.
• Drive customer satisfaction, retention, and overall service excellence.
• Facilitate customer business reviews and monitor performance against SLAs, KPIs, and operational metrics.
• Partner with operations teams to ensure seamless execution of customer requirements and service agreements.
• Develop and analyze customer performance, revenue, and operational reports.
• Monitor financial performance, including revenue, profitability, forecasting, and budgeting.
• Coach, mentor, and develop team members while fostering a culture of accountability and customer focus.
• Lead cross-functional projects that improve customer experience, operational efficiency, and business outcomes.
• Implement and sustain Lean methodologies and best practices.
• Stay informed of industry trends, emerging technologies, and customer requirements.

Skills

Leadership

Communication

Problem solving

Relationship management

Continuous improvement

Education

High School Diploma or GED

Bachelor's Degree preferred

Tools

Excel

Reporting analytics

Job description

CEVA Logistics is seeking a Customer Excellence Senior Manager to lead customer service, account management, and customer-facing operations, delivering exceptional service and strong business performance.

You will partner with operations leadership to meet expectations and SLAs, drive continuous improvement, coach teams, and lead Lean initiatives while staying ahead of industry trends and customer requirements.