Sr. Mgr- Operations and Key Accounts

Key Responsibilities

Team Leadership & People Management

• Hire, onboard, train, and manage KAMs and Courier Account Managers
• Define roles, targets, and daily workflows; conduct performance check-ins and structured weekly reviews
• Identify skill gaps, coach team members, and motivate through goal-setting and recognition

Existing Business Management

• Own customer escalations and ensure root-cause resolution
• Conduct business reviews with key accounts and drive expansion efforts
• Manage rate renegotiations and contract renewals
• Track and improve customer satisfaction metrics (CSAT/NPS)

Courier Vendor Management

• Onboard new courier partners and negotiate rates
• Manage ongoing courier SLAs, escalations, and dispute resolution
• Track vendor performance by lane, volume, and account, and optimize allocation

Day-to-Day Operations Oversight

• Ensure first-mile, mid-mile, and last-mile operational performance
• Monitor pickup, manifest accuracy, on-time departure, RTO management, and POD tracking
• Act as the final escalation point for unresolved operational issues

Process Development & Standardization

• Identify recurring failure patterns and drive corrective actions
• Build and enforce SOPs for operational workflows
• Standardize practices across accounts and collaborate with the product team for tool improvements

Technology & Reporting

• Ensure team adoption of internal tools and platform features
• Participate in defining new technology requirements based on operational and client feedback
• Prepare and present performance dashboards covering OTIF%, RTO rates, appointment adherence, lane performance, and escalations