Strategic Key Account Operations Leader

Ascent On-Demand; United States; On-site; USD 110,000 - 160,000; Full time

Job summary

Ascent Global Logistics in Belleville, Michigan, seeks an Operational Key Account Manager to own end-to-end performance for key accounts, including SLA/KPI delivery, OTIF, and cost-to-serve, partnering with Operations, IT, and Finance.

This hands-on leader will drive CI roadmaps, root-cause analysis, and cross-functional execution, translating data from Power BI into actionable insights for senior stakeholders.

Qualifications

• 6+ years of progressive operational experience in logistics, supply chain, or freight forwarding.
• Demonstrated success owning SLA/KPI performance (OTIF, claims, cost-to-serve) across global, multi-region 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.

Responsibilities

• 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.

Skills

Operational excellence

Power BI

Excel

Communication skills

Cross-functional collaboration

Tools

CargoWise

Job description

Ascent Global Logistics in Belleville, Michigan, seeks an Operational Key Account Manager to own end-to-end performance for key accounts, including SLA/KPI delivery, OTIF, and cost-to-serve, partnering with Operations, IT, and Finance.

This hands-on leader will drive CI roadmaps, root-cause analysis, and cross-functional execution, translating data from Power BI into actionable insights for senior stakeholders.