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Customer Operations Leader

2 months ago

Chicago, Illinois, United States Covert Recruiting Full time

Customer Operations Leader

Full Time

Remote

Compensation: $75-95k base, benefits

Overview

As a Customer Operations Leader, you will oversee a dynamic team of approximately 25 Operations Specialists, Enterprise Operations Specialists, and Account Growth Managers. This position reports directly to the Director of Customer Success.

Key Responsibilities

  • Manage the daily operational effectiveness of the Customer Operations Team.
  • Collaborate with department leaders and engage with team members to gather insights and provide constructive feedback.
  • Utilize exceptional communication skills, strategic planning, and strong organizational abilities to enhance operational processes.
  • Engage with both internal and external stakeholders to uphold the company's operational standards and reputation.

Primary Goals

  • Ensure operational efficiency across the Operations and Sales divisions.
  • Support direct reports in achieving high performance and job satisfaction.
  • Make informed decisions that align with the long-term interests of the team.

What You Will Achieve

  • Guarantee that each active account receives adequate operational support.
  • Allocate resources effectively to meet the specific needs of shipper partners.
  • Identify and nurture new opportunities through proactive customer engagement.
  • Analyze service metrics to pinpoint areas for operational enhancement.
  • Conduct performance reviews and regular check-ins with team members.
  • Build and maintain strong relationships with key customer contacts.

Qualifications

  • Bachelor's Degree required.
  • Minimum of 2 years in a supervisory role.
  • 3-5 years of experience in 3PL Customer Operations.
  • Proven ability to manage a team effectively.
  • Familiarity with truckload market dynamics.
  • Strong coaching and feedback skills.
  • Experience in operational functions such as shipment management and customer communication.
  • Demonstrated success in account management and relationship building.
  • Willingness to assist with operational tasks as needed.
  • Excellent writing, organizational, and verbal communication skills.

Preferred Skills

  • Proficiency in reporting and analytics.
  • Confidence in presenting to various stakeholders.
  • Experience with multiple TMS platforms.