Senior Manager, Key Client Accounts (Last Mile)

RXO Inc.; Chattanooga (TN); On-site; USD 120,000 - 160,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

401(k) match

Pre-tax benefits

Disability insurance

Life insurance

EAP

Career development

Paid time off

Job summary

RXO Inc. is seeking a Senior Manager, Customer Accounts to lead a team of Managers, Analysts and Specialists across RXO Last Mile.

You will own the client relationship, drive KPI metrics, and coordinate with IT and field operations to deliver value throughout the lifecycle of high-value accounts. You will guide cross-functional teams, monitor schedules, analyze performance data, and develop action plans to meet strategic client requests while ensuring service excellence and revenue growth in a

Qualifications

• 5 years of experience in account management or customer service in a leadership position.
• Experience in the direct-to-home delivery market.
• Proficiency with Microsoft Office (Word, Excel, PowerPoint and Project).

Responsibilities

• Plans and monitors customer contact center schedules and operations.
• Provides management information and productivity forecasts through the analysis of data.
• Develops, monitors and analyzes key performance indicators.
• Provides leadership to managers; may also provide leadership to supervisors and/or professional staff.
• Own the client relationship and provide organizational focus through the regular review of KPI metrics to gain momentum and ensure results
• Work with clients, IT and field operations managers to coordinate and facilitate effective tests and startups
• Ensure clients are proficient in using our online systems; provide training and support as needed
• Partner with field operations managers to develop action plans to meet client strategic requests; hold operational review meetings to ensure client service requirements and expectations are being consistently achieved
• Coordinate with field operations managers and clients to resolve conflicts in work priorities, resourcing, schedules and scope of work to be performed; document and communicate client compliance expectations and service requirements
• Promptly respond to client strategic queries, ensure promises are kept and manage client strategic expectations; ensure resolution and follow-up on all strategic client issues in a timely manner
• Monitor client account financial results compared to initial projections and pricing assumptions; address variances in projections and assumptions with all stakeholders as needed
• Conduct root cause analysis and process reviews to identify preventive actions; coordinate with field operations managers on implementation of both preventive and corrective actions

Skills

Leadership

Client relationship

Data analysis

KPI tracking

Communication

Education

Bachelor's degree in Supply Chain, Logistics or similar field

Tools

Microsoft Office

Excel

PowerPoint

Project

Job description

RXO Inc. is seeking a Senior Manager, Customer Accounts to lead a team of Managers, Analysts and Specialists across RXO Last Mile.

You will own the client relationship, drive KPI metrics, and coordinate with IT and field operations to deliver value throughout the lifecycle of high-value accounts. You will guide cross-functional teams, monitor schedules, analyze performance data, and develop action plans to meet strategic client requests while ensuring service excellence and revenue growth in a