ROLE SUMMARY
The Operational Key Account Manager (OKAM) is the performance owner of a portfolio of Ascent’s most important key account customers. The role is accountable for end-to-end service performance — SLAs, KPIs, continuous improvement, and cost-to-serve — across the assigned accounts. The OKAM runs the day-to-day operational cadence, owns issue resolution, and ensures Ascent delivers consistent, measurable execution on the commercial commitments made by the Growth KAM. Working closely with Operations, Control Tower, IT, and Finance, the OKAM turns performance data into customer-facing insight and continuous improvement — a hands-on, execution-focused role for a disciplined operational leader.
KEY ACTIVITIES
The six most important activities of the role:
- 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.
WHAT YOU WILL BRING
The successful candidate brings the following qualifications, experience, and education:
Work Experience
- 6+ years of progressive operational experience in logistics, supply chain, or freight forwarding — with a proven track record of managing complex, multi-modal customer accounts.
- Demonstrated success owning SLA/KPI performance (OTIF, claims, cost-to-serve) across global, multi-region customer 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 with Operations.
- Experience authoring and governing SOPs, account playbooks, and onboarding documentation for complex customer flows.
Qualifications & Skills
- Strong operational mindset — disciplined, detail-oriented, and relentless about execution against the SLA.
- Analytical and data-driven — expert-level Power BI and Excel for KPI reporting, trend analysis, and customer scorecards.
- Excellent communication skills — confident presenting service performance to senior customer stakeholders in QBRs and issue reviews.
- Proven cross-functional collaboration with Operations, Control Tower, IT, and Finance without direct authority.
- Knowledge of CargoWise or equivalent TMS, PEAK Marketplace integrations, and shipment-level data flows a strong plus.
- Bilingual (English / Spanish) a plus, given cross-border US-MX account scope.
Educational Background
- Bachelor’s degree required — preferably in Supply Chain Management, Logistics, Operations Management, Industrial Engineering, or a related field.
- Advanced degree (MBA, MS in Supply Chain / Operations) a plus.
- Relevant professional certifications strongly preferred — APICS / CSCP, Lean Six Sigma (Green or Black Belt), PMP, or equivalent.
Ascent’s Competitive Benefits
- 401(k) and employer matching
- Health, Dental, Vision Insurance
- Short- & Long-Term Disability
- Employee Assistance Program
- Employee Wellness Program
- Employee Recognition Programs
- Flexible Spending Account (FSA)
- Health Savings Account (HSA)
- Overtime, Differential & Bonus Pay
Salary Range: $140,000 - $145,000
