Has responsibility for all customer facing activities and for providing a consistently high quality experience for new and existing customers in a small/medium size cluster. 4PL Customer Experience Manager As a 4PL Customer Experience Manager, you will serve as a strategic business leader and trusted customer partner, connecting customer objectives with operational execution across complex supply chain solutions. This role goes beyond service delivery and is accountable for driving operational excellence, improving customer satisfaction, creating measurable business value, and building long-term strategic partnerships. You will lead customer-facing teams responsible for managing transportation and logistics solutions across Ocean, Air, Intermodal, Customs, and Distribution services. Working closely with Program Management, Operations, Commercial, Product, Digital, and Global Service Center teams, you will ensure contractual commitments are met while identifying opportunities to improve performance, efficiency, and customer outcomes. Key Responsibilities Lead and develop customer-facing teams that serve as the primary point of contact for key 4PL customers. Drive operational excellence through KPI ownership, performance management, and continuous improvement initiatives. Translate operational performance data into actionable insights and business value narratives focused on efficiency, quality, service performance, and supply chain resilience. Build trusted customer relationships by understanding customer priorities and proactively developing solutions that support business objectives. Partner with internal stakeholders, including Operations, Commercial, Product, Digital, Program Management, and Global Service Center teams to deliver integrated solutions. Identify and implement process standardization, technology adoption, and optimization opportunities that reduce cost-to-serve and improve customer outcomes. Monitor resource allocation and team capacity to ensure service delivery requirements are consistently achieved. Lead customer governance activities, business reviews, escalation management, and corrective action plans. Foster a culture of accountability, collaboration, ownership, and commercial thinking across the team. What We Are Looking For We welcome applicants with diverse backgrounds and experiences who are passionate about customer success, operational excellence, and people leadership. Minimum 5 years of management experience within logistics, supply chain, transportation, freight forwarding, or 4PL operations. At least 3 years of experience leading customer-facing operations teams responsible for service delivery and account performance. Strong understanding of end-to-end supply chain operations, including Ocean, Air, Intermodal, Customs, and Distribution services. Proven ability to manage complex customer accounts while delivering strong operational and commercial results. Experience leading operational governance, KPI management, customer business reviews, and continuous improvement programs. Strong analytical and problem-solving skills with the ability to leverage data to identify trends, risks, and opportunities. Demonstrated success influencing stakeholders across multiple functions and geographies within a matrix organization. Strong business and financial acumen, with the ability to connect operational performance to customer value, efficiency gains, and retention. Exceptional leadership, communication, coaching, and stakeholder management skills. Experience leveraging technology and AI-enabled tools to improve service delivery and operational efficiency is highly desirable. Employment Type: Full-Time Location: Charlotte, NC Work Arrangement: Onsite, 5 days per week Salary Range: $100,000.00 - $115,000.00 Benefits: 21 PTO Days 1 Floating Holiday per quarter Medical, Dental, and Vision Coverage 401(k) Employee Assistance Programs Career Development Opportunities