[Remote] Manager, Operational Key Account Management

Note: The job is a remote job and is open to candidates in USA. Ascent On-Demand, Inc. is hiring an Operational Key Account Manager to own end-to-end service performance across a portfolio of key account customers. The role leads operational cadence, issue resolution, continuous improvement, KPI reporting, and cross-functional service delivery.

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

• 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
• 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
• Bachelor's degree required — preferably in Supply Chain Management, Logistics, Operations Management, Industrial Engineering, or a related field
• 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
• 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

Benefits

• 401(k) and employer matching
• Life Insurance
• Health, Dental, Vision Insurance
• Short- & Long-Term Disability
• Paid Time Off (PTO)
• Employee Assistance Program
• Paid Parental Leave
• Employee Wellness Program
• Paid Holidays
• Employee Recognition Programs
• Flexible Spending Account (FSA)
• Tuition Reimbursement
• Health Savings Account (HSA)
• Overtime, Differential & Bonus Pay
• Remote work (US)

Company Overview