DSV - Global Transport and Logistics
Manager, Operational Key Accounts, Road Transport US
DSV - Global Transport and Logistics, Lancaster, Texas, United States, 75146
Manager, Operational Key Accounts, Road Transport US
DSV – Global transport and logistics
In 1976, ten independent hauliers joined forces and founded DSV in Denmark. Since then, DSV has evolved to become the world's 3rd largest supplier of global solutions within transport and logistics. Today, we add value to our customers’ entire supply chain by transporting, storing, packaging, re‑packaging, processing and clearing all types of goods.
Location: Lancaster, TX Division: Road Time Type: Full Time
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 to implement updated learning strategies.
Lead structured daily passdowns to share critical updates 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 that align with company financial objectives.
Other duties and projects as assigned.
Education & Experience
Bachelor’s degree in Business, Logistics, Supply Chain Management or a related field required.
5+ years of progressive experience in transportation or logistics operations, with at least 2 years in a leadership or account management role.
Experience managing both brokerage and asset‑based operations preferred.
Experience in international logistics and customs regulations preferred.
Proven success in managing complex or multi‑modal logistics solutions preferred.
Background in leading customer‑driven process improvement or technology initiatives preferred.
Skills & Competencies
Strong leadership, team development and people management skills.
Excellent communication and relationship‑building abilities with both internal and external stakeholders.
Strategic thinking and analytical problem‑solving skills.
Ability to manage multiple priorities in a fast‑paced environment.
Deep understanding of transportation industry trends, pricing dynamics and operational best practices.
Proficient in Microsoft Office Suite; experience with TMS and CRM systems preferred.
Travel
Travel as required to customer sites, company branches or strategic meetings.
Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee uses his/her hands to finger, handle or feel objects, tools or controls; reach with hands and arms; stoop, kneel, or crouch; talk or hear. The employee uses computer and telephone equipment. Specific vision requirements of this job include close vision and distance vision.
Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee rarely is exposed to fumes or airborne particles, toxic or caustic chemicals. The noise level in the work environment is usually low to moderate.
Equal Employment Opportunity Statement DSV is an equal employment opportunity employer. Candidates are considered for employment without regard to race, creed, color, national origin, age, sex, religion, ancestry, disability, veteran status, marital status, gender identity, sexual orientation, national origin or any other characteristic protected by applicable federal, state or local law. If you require special assistance or accommodation while seeking employment with DSV, please contact Human Resources at hr@us.dsv.com. DSV reserves the right to defer or close a vacancy at any time.
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Location: Lancaster, TX Division: Road Time Type: Full Time
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 to implement updated learning strategies.
Lead structured daily passdowns to share critical updates 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 that align with company financial objectives.
Other duties and projects as assigned.
Education & Experience
Bachelor’s degree in Business, Logistics, Supply Chain Management or a related field required.
5+ years of progressive experience in transportation or logistics operations, with at least 2 years in a leadership or account management role.
Experience managing both brokerage and asset‑based operations preferred.
Experience in international logistics and customs regulations preferred.
Proven success in managing complex or multi‑modal logistics solutions preferred.
Background in leading customer‑driven process improvement or technology initiatives preferred.
Skills & Competencies
Strong leadership, team development and people management skills.
Excellent communication and relationship‑building abilities with both internal and external stakeholders.
Strategic thinking and analytical problem‑solving skills.
Ability to manage multiple priorities in a fast‑paced environment.
Deep understanding of transportation industry trends, pricing dynamics and operational best practices.
Proficient in Microsoft Office Suite; experience with TMS and CRM systems preferred.
Travel
Travel as required to customer sites, company branches or strategic meetings.
Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee uses his/her hands to finger, handle or feel objects, tools or controls; reach with hands and arms; stoop, kneel, or crouch; talk or hear. The employee uses computer and telephone equipment. Specific vision requirements of this job include close vision and distance vision.
Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee rarely is exposed to fumes or airborne particles, toxic or caustic chemicals. The noise level in the work environment is usually low to moderate.
Equal Employment Opportunity Statement DSV is an equal employment opportunity employer. Candidates are considered for employment without regard to race, creed, color, national origin, age, sex, religion, ancestry, disability, veteran status, marital status, gender identity, sexual orientation, national origin or any other characteristic protected by applicable federal, state or local law. If you require special assistance or accommodation while seeking employment with DSV, please contact Human Resources at hr@us.dsv.com. DSV reserves the right to defer or close a vacancy at any time.
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