Location: Lancaster, TX
Division: Road Transport US
Job Posting Title: Senior Operational Key Account Manager, Global Ground Transportation
Time Type: Full Time
Summary The Senior Operational Key Account Manager is responsible for global operational coordination, service performance, and continuous improvement across ground transportation activities supporting an assigned portfolio of major technology customers. Working across DSV divisions and geographic regions, this position aligns operational teams, implements customer requirements, and strengthens consistency in service delivery while accounting for regional operating conditions.
The role serves as a central operational partner for assigned customers, translating service expectations and business changes into coordinated actions across regional and divisional teams. The position monitors performance, drives resolution of operational challenges, shares best practices, and ensures changes are implemented with clear ownership and accountability.
Supporting ground transportation activities across Road, Air & Sea, and Contract Logistics, this senior individual contributor partners closely with global operations leadership, commercial account leaders, regional Operations, the Senior Operational Excellence Manager, and the Project Director. The position leads through influence and coordination without direct reporting authority, maintaining ongoing oversight of assigned customer operations and improvement commitments.
Duties & Responsibilities Global Customer Operations & Alignment- Coordinate ground transportation operations for an assigned portfolio of global technology customers across divisions and geographic regions.
- Establish and maintain a consolidated understanding of customer requirements, service commitments, operating models, and regional responsibilities.
- Align regional and divisional operational teams on service expectations, priorities, procedures, and customer requirements.
- Facilitate regular operational discussions to review performance, address challenges, and coordinate actions across regions.
- Identify gaps in ownership, communication, or execution and work with operational leaders to resolve them.
- Maintain visibility into operational risks, service changes, and business developments affecting assigned customers.
- Partner with commercial account leaders to ensure customer commitments are understood and translated into operational execution.
Customer Requirements & Operational Changes- Translate customer requirements and business changes into operational plans, procedures, responsibilities, and performance measures.
- Coordinate implementation of new lanes, service expansions, revised delivery requirements, and changes to existing transportation activities.
- Assess operational readiness with regional teams, including capacity, processes, systems, training, and supporting resources.
- Incorporate customer security, shipment integrity, handling, and chain-of-custody requirements into operational procedures, as applicable.
- Engage the Project Director and other supporting functions when changes require dedicated project leadership or specialized expertise.
- Coordinate testing, launch preparation, and follow-up activities to support successful implementation.
- Ensure operational changes are documented, communicated, and incorporated into ongoing service delivery.
Performance Management & Service Quality- Monitor global and regional performance against customer requirements, service commitments, and established operational standards.
- Partner with the Senior Operational Excellence Manager to define customer reporting needs and use dashboards, scorecards, and quality metrics to evaluate performance.
- Review trends, service failures, recurring exceptions, and regional variations to identify improvement priorities.
- Lead operational performance discussions and coordinate corrective action plans with defined owners, milestones, and success measures.
- Track improvement commitments through completion and verify their effectiveness.
- Prepare operational updates and participate in customer business reviews alongside relevant account and operational stakeholders.
- Communicate performance concerns, risks, and recommendations to global leadership.
- Identify opportunities to strengthen customer confidence and support additional business through improved operational performance.
Operational Escalation & Issue Resolution- Serve as a global operational escalation point for assigned customer accounts.
- Coordinate regional and cross-functional responses to significant service disruptions, recurring issues, and operational concerns.
- Work with operational teams to investigate root causes and establish immediate corrective actions and longer-term solutions.
- Ensure appropriate stakeholders receive timely updates on issues, actions, responsibilities, and progress.
- Escalate matters requiring leadership decisions, additional resources, or changes to customer commitments.
- Monitor issues through resolution and ensure lessons learned are incorporated into procedures and future planning.
Standardization & Continuous Improvement- Promote consistent service delivery and operational practices across regions while recognizing local requirements and operating conditions.
- Identify effective regional practices and coordinate their adoption across applicable customer operations.
- Develop and maintain customer-specific SOPs, operational playbooks, process maps, and escalation procedures.
- Partner with regional teams to improve operational handoffs, communication, reliability, efficiency, and scalability.
- Coordinate improvement initiatives with the Senior Operational Excellence Manager and Project Director.
- Evaluate the impact of process changes and support adjustments needed to sustain results.
- Ensure documentation and operational guidance remain current as customer requirements and services evolve.
Cross-Functional Partnership- Build effective relationships with global and regional Operations, Commercial, Business Change Management, IT, Finance, Safety, Security, and other supporting functions.
- Coordinate contributions from stakeholders across divisions and regions without direct reporting authority.
- Facilitate alignment between customer priorities, global operational standards, and regional execution.
- Partner with customers, carriers, vendors, and other external stakeholders as required.
- Travel to support operational reviews, customer meetings, implementations, site assessments, and stakeholder engagement.
Other Duties- Perform other duties, responsibilities, and projects as assigned.
Qualifications & Experience - Bachelor's degree in Supply Chain Management, Logistics, Transportation, Business Administration, or a related field, or an equivalent combination of education and relevant experience.
- Minimum five (5) years of progressive experience in transportation operations, operational account management, logistics, supply chain, or a related field.
- Demonstrated experience coordinating customer operations across multiple locations, business units, or geographic regions.
- Strong experience in trucking or ground transportation operations, including FTL, LTL, dedicated transportation, freight brokerage, asset-based operations, final mile, or related services.
- Experience translating customer requirements into operational processes and coordinating implementations or service changes.
- Experience managing service performance, customer escalations, root cause analysis, and corrective action planning.
- Demonstrated ability to lead cross-functional initiatives and influence stakeholders without direct authority.
- Experience supporting international or global customer operations preferred.
- Experience supporting high-tech customers, including technology infrastructure, data centers, high-value freight, specialized transportation, or operations with enhanced security requirements preferred.
- Working knowledge of transportation management systems, operational reporting tools, and KPI scorecards.
- Lean Six Sigma, project management, or a related professional certification preferred.
Skills & Competencies - Strong understanding of ground transportation operations and customer service requirements.
- Ability to coordinate complex customer operations across divisions, regions, and cultures.
- Strong operational judgment and problem-solving skills.
- Ability to translate customer expectations into clear actions, procedures, and accountabilities.
- Strong relationship-building and influencing skills.
- Ability to interpret performance data and drive practical operational improvements.
- Effective escalation management, conflict resolution, and follow-through.
- Clear written, verbal, presentation, and facilitation skills.
- Ability to communicate effectively with operational teams, customers, commercial partners, and senior leadership.
- Strong organization and documentation skills, with the ability to manage competing priorities.
- Ability to balance global consistency with regional operational requirements.
- Initiative and accountability for progressing issues and commitments through completion.
- Proficiency in Microsoft Office, including Excel, PowerPoint, Word, Outlook, and Teams..
Physical Demands The position primarily involves computer-based work in a professional office environment. The employee regularly remains in a stationary position for extended periods while reviewing operational information, preparing reports and documentation, participating in meetings, and communicating through phone or virtual platforms. Regular use of a keyboard, mouse, phone, and other standard office equipment is required.
The role requires frequent verbal and written communication and the ability to exchange accurate information with customers, operational teams, carriers, business partners, and leadership.
Operational reviews and implementation activities may require standing, walking, and moving throughout offices, warehouses, terminals, transportation facilities, and customer sites. Occasional lifting or carrying of office materials weighing up to approximately 15 pounds, including documents or a laptop, may be required.
Work Environment This position primarily operates in a professional office environment while supporting global ground transportation activities across multiple DSV divisions and geographic regions.
Domestic and international travel is required as business needs dictate to support customer meetings, operational reviews, implementations, and other business activities.
Visits to operational facilities may involve exposure to vehicle traffic, material handling equipment, and varying noise levels. The employee must follow applicable site safety procedures and use required personal protective equipment.
Flexibility in working hours is necessary to accommodate international time zones, customer requirements, operational escalations, and implementation activities. The work environment is fast-paced and collaborative, requiring independent management of multiple priorities and coordination across diverse stakeholders.
For this position, the expected base pay range is $115,000.00 - $135,000.00 annually. Actual compensation will be determined based on job-related factors such as relevant experience, skills, education, certifications, and geographic location, in accordance with applicable laws and company policy.
Information regarding DSV's benefits offerings, including eligibility, coverage options, and plan details, is available through the DSV Benefits Showcase. Benefits, programs, and eligibility may vary by location and division in accordance with applicable state and local laws.
