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