Manager, Operational Key Accounts, Road Transport

Manager, Operational Key Accounts, Road Transport US

DSV – Global Transport and Logistics

Location:

Lancaster, TX
• Time Type:
Full Time
• Division:
Road

Summary

As the Manager, Operational Key Accounts at DSV Road Transport, you will lead a team responsible for delivering operational excellence and strategic growth for our key customers. You will oversee the daily management of assigned accounts, ensuring service delivery, compliance, and profitability targets are achieved. Acting as a bridge between clients and internal departments, you will drive performance, implement process improvements, and develop scalable solutions that strengthen customer partnerships and enhance overall business results.

Key Responsibilities

• Leadership & Team Management
  • Lead, coach, and develop a team of Control Tower Specialists responsible for executing day‑to‑day customer operations.
  • Set clear performance expectations, monitor KPIs, and provide ongoing feedback and development opportunities.
  • Foster a high‑performance culture focused on accountability, continuous improvement, and customer satisfaction.
  • Partner with leadership to forecast staffing needs and allocate resources effectively across key accounts.
  • Ensure all staff are informed of scheduling protocols, shift requirements, and any changes in staffing needs.
  • Identify opportunities to improve training programs and materials and collaborate with the team to implement updated learning strategies.
  • Lead structured daily pass‑downs to share critical updates, operational challenges, and performance insights.
  • Maintain availability to respond to staffing inquiries and operational escalations outside of standard business hours.
• Strategic Account Management
  • Serve as the primary relationship owner for strategic, high‑value customers within freight brokerage and asset‑based operations.
  • Develop a deep understanding of customer business objectives and proactively identify opportunities to enhance value and expand service offerings.
  • Oversee the creation and maintenance of customer‑specific Standard Operating Procedures (SOPs) and ensure consistent operational adherence.
  • Lead customer business reviews, delivering data‑driven insights and actionable recommendations.
  • Partner with Sales and Pricing to support contract renewals, rate negotiations, and long‑term account strategy planning.
• Operational Oversight
  • Oversee end‑to‑end service delivery across assigned accounts, ensuring operational KPIs, SLAs, and cost targets are met.
  • Drive process improvement initiatives to reduce inefficiencies, improve data quality, and optimize service execution.
  • Escalate and resolve complex operational issues while ensuring root cause analysis and corrective action implementation.
  • Ensure compliance with company policies, contractual obligations, and customer‑specific requirements.
  • Partner with cross‑functional teams (Carrier Sales, Dispatch, Finance, etc.) to align operations with customer needs and expectations.
• Performance & Reporting
  • Oversee reporting and analytics for assigned accounts, ensuring accuracy and timeliness of performance data.
  • Analyze trends in customer metrics (volumes, revenue, service performance, AR, etc.) to identify risks and opportunities.
  • Present performance summaries and improvement plans during internal and external business reviews.
  • Develop and track key account plans that outline growth opportunities, operational risks, and customer satisfaction initiatives.
• Strategic Projects & Customer Initiatives
  • Lead cross‑functional project teams focused on strategic initiatives such as dedicated fleet solutions, digital integrations, or process automation.
  • Collaborate with internal stakeholders (IT, Pricing, Compliance, Engineering, etc.) to implement technology‑driven solutions (EDI, API, eBooking).
  • Champion innovation and continuous improvement efforts that enhance customer visibility, efficiency, and service quality.
• Commercial & Business Development
  • Partner with leadership and commercial teams to identify and pursue new business opportunities within existing customer portfolios.
  • Support pricing and proposal development for service expansions or renewals.
  • Build and execute structured account growth strategies…