Lineage Logistics
Regional Customer Care Manager - D2C
Lineage Logistics, Fort Worth, Texas, United States, 76102
This role is remote with approximately 50% travel. The position involves visiting various customer sites to evaluate key operational metrics such as case picking efficiency, on‑time shipping performance, and forecast accuracy. The ideal candidate will assess both client operations and overall site performance.
We are seeking a proactive and customer‑focused Business Operations Manager with Operations Support experience to manage high‑value client relationships and drive operational excellence. This hybrid role combines account ownership, cross‑functional operations support, process ownership, and continuous improvement. The ideal candidate will be equally comfortable nurturing client relationships and leading internal efforts to streamline workflows, optimize service delivery, and increase efficiency.
Key Responsibilities Business Operations/Regional Customer Care Manager
Act as the primary point of contact for assigned strategic clients, building strong, trusted relationships and ensuring satisfaction with products and services.
Lead client meetings, performance reviews, and strategic planning sessions to align services with client goals.
Identify and pursue opportunities to grow existing accounts through upselling and cross‑selling initiatives.
Ensure all client needs, contractual obligations, and KPIs are met or exceeded.
Operations Support
Collaborate with internal teams (Sales, Operations, Product, Finance, Customer Support, etc.) to ensure smooth and timely execution of client deliverables.
Coordinate onboarding, implementation, and day‑to‑day operations to meet service expectations.
Monitor and troubleshoot order fulfillment, service delivery, and account health using key operational metrics.
Serve as a liaison between clients and internal operations teams, managing escalations and ensuring resolution of any service‑related issues.
Process Ownership & Continuous Improvement
Take ownership of key operational processes related to account servicing, ensuring consistency, efficiency, and accountability.
Conduct regular reviews of existing workflows, identifying gaps, bottlenecks, or inefficiencies that impact client experience or operational performance.
Lead or participate in continuous improvement initiatives using methodologies such as Lean, Six Sigma, or Kaizen.
Design and implement scalable solutions or SOPs to improve internal processes, reduce errors, and enhance productivity.
Establish and track process‑related KPIs and report performance to leadership, recommending and implementing corrective actions as needed.
Cross‑Functional Collaboration & Reporting
Partner with internal departments to ensure full alignment between client expectations and operational capabilities.
Maintain accurate records of client activities, communications, and account health in CRM systems.
Generate reports and insights related to client metrics, usage trends, SLA performance, and improvement initiatives.
Support forecasting, pipeline management, renewals, and strategic account planning.
Qualifications Required
5+ years of experience in strategic account management, client success, operations support, or similar roles.
Demonstrated success in owning client relationships and improving internal workflows.
Strong knowledge of business operations, account servicing, and customer lifecycle management.
Proficiency in CRM platforms (e.g., Salesforce, HubSpot) and collaboration tools (e.g., Asana, Monday.com, Excel, Power BI).
Excellent communication, stakeholder management, and analytical skills.
Preferred
Experience with process improvement methodologies (Lean, Six Sigma, etc.).
Familiarity with ERP or workflow systems (e.g., NetSuite, SAP, Oracle).
Industry experience in SaaS, logistics, B2B services, or eCommerce is a plus.
Lean Six Sigma Green Belt certification or similar is a strong advantage.
Key Competencies
Strong customer focus and relationship‑building skills
Ownership mindset with a bias toward action
Operational awareness with process‑driven thinking
Analytical with strong problem‑solving capabilities
Cross‑functional collaboration and communication skills
Ability to manage multiple accounts and priorities simultaneously
Benefits Lineage provides a safe, stable, reliable work environment, medical, dental, and basic life and disability insurance benefits, a 401(k) retirement plan, paid time off, annual bonus eligibility, and a minimum of seven holidays throughout the calendar year.
Equal Employment Opportunity Statement Lineage is an Equal Employment Opportunity Employer and is committed to compliance with all federal, state, and local laws that prohibit workplace discrimination and unlawful harassment and retaliation. Lineage will not discriminate against any applicant on the basis of race, color, age, national origin, religion, physical or mental disability or any other protected status under federal, state and local law.
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We are seeking a proactive and customer‑focused Business Operations Manager with Operations Support experience to manage high‑value client relationships and drive operational excellence. This hybrid role combines account ownership, cross‑functional operations support, process ownership, and continuous improvement. The ideal candidate will be equally comfortable nurturing client relationships and leading internal efforts to streamline workflows, optimize service delivery, and increase efficiency.
Key Responsibilities Business Operations/Regional Customer Care Manager
Act as the primary point of contact for assigned strategic clients, building strong, trusted relationships and ensuring satisfaction with products and services.
Lead client meetings, performance reviews, and strategic planning sessions to align services with client goals.
Identify and pursue opportunities to grow existing accounts through upselling and cross‑selling initiatives.
Ensure all client needs, contractual obligations, and KPIs are met or exceeded.
Operations Support
Collaborate with internal teams (Sales, Operations, Product, Finance, Customer Support, etc.) to ensure smooth and timely execution of client deliverables.
Coordinate onboarding, implementation, and day‑to‑day operations to meet service expectations.
Monitor and troubleshoot order fulfillment, service delivery, and account health using key operational metrics.
Serve as a liaison between clients and internal operations teams, managing escalations and ensuring resolution of any service‑related issues.
Process Ownership & Continuous Improvement
Take ownership of key operational processes related to account servicing, ensuring consistency, efficiency, and accountability.
Conduct regular reviews of existing workflows, identifying gaps, bottlenecks, or inefficiencies that impact client experience or operational performance.
Lead or participate in continuous improvement initiatives using methodologies such as Lean, Six Sigma, or Kaizen.
Design and implement scalable solutions or SOPs to improve internal processes, reduce errors, and enhance productivity.
Establish and track process‑related KPIs and report performance to leadership, recommending and implementing corrective actions as needed.
Cross‑Functional Collaboration & Reporting
Partner with internal departments to ensure full alignment between client expectations and operational capabilities.
Maintain accurate records of client activities, communications, and account health in CRM systems.
Generate reports and insights related to client metrics, usage trends, SLA performance, and improvement initiatives.
Support forecasting, pipeline management, renewals, and strategic account planning.
Qualifications Required
5+ years of experience in strategic account management, client success, operations support, or similar roles.
Demonstrated success in owning client relationships and improving internal workflows.
Strong knowledge of business operations, account servicing, and customer lifecycle management.
Proficiency in CRM platforms (e.g., Salesforce, HubSpot) and collaboration tools (e.g., Asana, Monday.com, Excel, Power BI).
Excellent communication, stakeholder management, and analytical skills.
Preferred
Experience with process improvement methodologies (Lean, Six Sigma, etc.).
Familiarity with ERP or workflow systems (e.g., NetSuite, SAP, Oracle).
Industry experience in SaaS, logistics, B2B services, or eCommerce is a plus.
Lean Six Sigma Green Belt certification or similar is a strong advantage.
Key Competencies
Strong customer focus and relationship‑building skills
Ownership mindset with a bias toward action
Operational awareness with process‑driven thinking
Analytical with strong problem‑solving capabilities
Cross‑functional collaboration and communication skills
Ability to manage multiple accounts and priorities simultaneously
Benefits Lineage provides a safe, stable, reliable work environment, medical, dental, and basic life and disability insurance benefits, a 401(k) retirement plan, paid time off, annual bonus eligibility, and a minimum of seven holidays throughout the calendar year.
Equal Employment Opportunity Statement Lineage is an Equal Employment Opportunity Employer and is committed to compliance with all federal, state, and local laws that prohibit workplace discrimination and unlawful harassment and retaliation. Lineage will not discriminate against any applicant on the basis of race, color, age, national origin, religion, physical or mental disability or any other protected status under federal, state and local law.
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