Location: Seattle, WA Division: Air & Sea US Job Posting Title: Operational Account Manager - 108929 Time Type: Full Time Summary The Operational Account Manager serves as the primary operational point of contact between DSV and a designated key account within the Control Tower framework. This role ensures seamless end-to-end supply chain visibility, proactive exception management, and continuous service improvement for the customer. The Operational Account Manager acts as the bridge between the client, internal DSV teams, to deliver best-in-class logistics operations across Air, Ocean and/or other modalities. Duties and Responsibilities Control Tower Operations & Shipment Management • Serve as the single point of contact for the key account, managing day-to-day operational inquiries, escalations, and shipment-level issues across all transport modes. • Monitor shipment milestones and proactively communicate delays, disruptions, and exceptions to internal and external stakeholders. • Ensure timely and accurate booking management, documentation, and customs clearance coordination in partnership with origin and destination teams. • Maintain full shipment lifecycle visibility within DSV systems (e.g., CargoWise, TMS) and customer-facing platforms. SOP & Process Compliance • Develop, implement, and enforce Standard Operating Procedures (SOPs) specific to the key account, ensuring alignment across all regions and DSV entities involved. • Conduct regular SOP audits and gap analyses to drive continuous improvement in process adherence. • Coordinate cross-functional alignment on process changes, system updates, and new service introductions. Performance Management & Reporting • Track and report on Key Performance Indicators (KPIs) including on-time delivery, transit time SLAs, cost-per-shipment, and exception rates. • Prepare and present regular operational reviews (weekly, monthly, quarterly) with data-driven insights and actionable improvement plans. • Develop and maintain dashboards and reporting tools to provide real-time supply chain visibility to the customer and internal leadership. Stakeholder Management & Communication • Build and maintain strong relationships with the customer's logistics, procurement, and supply chain teams. • Coordinate with DSV's regional and global teams including Air & Ocean, Road, Customs, Finance, and IT to ensure aligned service delivery. • Lead regular operational calls and business reviews with the customer, driving resolution of open items and alignment on priorities. Financial & Commercial Support • Support invoice accuracy, billing reconciliation, and dispute resolution in collaboration with Finance teams. • Assist with spot quote preparation, cost analysis, and rate benchmarking for the key account. • Identify opportunities for upselling, cross-selling, and operational efficiencies that deliver value to both DSV and the customer. Continuous Improvement & Innovation • Drive root cause analysis on recurring issues and implement corrective and preventive actions. • Champion digitization initiatives, EDI/API integration quality, and system automation within the account's operations. • Proactively share market intelligence, regulatory updates, and industry best practices relevant to the customer's supply chain. Educational background / Work experience • Bachelor's degree in Supply Chain Management, Logistics, International Business, or a related field. • 1-3 years of experience in freight forwarding, logistics operations, or supply chain management, preferably within a Control Tower or Key Account environment. • Strong working knowledge of international trade, customs regulations, Incoterms, and multimodal transport operations. • Proficiency in logistics platforms such as CargoWise, or equivalent TMS/WMS systems. • Advanced proficiency in Microsoft Excel (dashboards, formulas, pivot tables) and PowerPoint for reporting and client presentations. • Excellent communication and interpersonal skills with the ability to influence and coordinate across diverse teams and geographies. • Strong analytical mindset with a detail-oriented approach to problem-solving and data accuracy. • Ability to work under pressure in a fast-paced, deadline-driven environment with multiple priorities. Skills & Competencies • Demonstrated skills in managing fiduciary relationships including pricing, margins, discounting, cost factors, etc. • Knowledge of programs, projects and knowledge management processes and toolsets • Relationship management skills; demonstrated skills in negotiation and leadership • Motivated self-starter able to work in a client environment with a remote team • Demonstrated excellence in written and oral communications, including outstanding presentation skills • Possesses a comprehensive and detailed knowledge of issues within e-business, including a strong working knowledge of third-party solution providers • Demonstrated excellence in interpersonal skills, especially in situations involving consensus and team building with strong problem-solving skills related to program and account management • Ability to handle multiple tasks simultaneously • Team orientation, particularly working with remote or decentralized team At Will Employment DSV Air & Sea Inc. employees are hired for an undefined period of time as "at will" employees. This means that an employee may be terminated for any reason, or no reason at all, at any time, provided the discharge does not violate any law*. Additionally, each employee has the right to terminate his/her employment at any time. *Except if employed in Montana, where termination requires just cause. For this position, the expected base pay range is $80,168.00 - $101,500.00 annually. Actual compensation will be determined based on job-related factors, including relevant experience, skills, education or certifications, and geographic location, consistent with applicable laws and company policy. DSV offers a comprehensive benefits program designed to support the health and well-being of employees and their families. Benefits include medical, prescription, dental, vision, and life insurance, as well as flexible spending accounts (FSAs), health savings accounts (HSAs) (for eligible plans), and short- and long-term disability coverage. Employees also have access to wellness resources, Employee Assistance Program (EAP) services, and other support benefits. Financial benefits include participation in the DSV 401(k) plan, which provides company matching contributions of up to 5%. To support work-life balance, DSV offers various paid time off programs and paid company holidays. Specific PTO and leave programs may vary by location and division in accordance with state or local laws