Client Operations Manager

Job summary

As a Client Operations Manager at Transportation One, you'll lead a team of Senior Client Operations Specialists and Client Operations Specialists responsible for daily shipment execution, customer communication, and operational performance.

You'll coach team members, manage workloads, resolve escalations, and partner closely with Sales, Procurement, Pricing, Accounting, and Operations leadership to support customer success and operational efficiency.

This is a hands-on leadership role for someone who enjoys developing teams, solving problems quickly, and making a direct impact on customer experience and operational performance.

Duties and responsibilities

• Lead and develop a high-performing Client Operations team
• Coach team members on execution, communication, and problem solving
• Maintain accountability around service, responsiveness, and operational standards
• Allocate operational resources based on business and customer needs
• Partner with Client Sales Managers to support pod performance and workload balance
• Own customer scorecard performance across supported accounts
• Support customer reviews, escalations, and operational discussions
• Oversee onboarding and implementation for new customer accounts
• Maintain SOPs, onboarding standards, and operational playbooks
• Identify process improvement and automation opportunities
• Partner with Sales, Procurement, Pricing, Accounting, and Technology teams to support customer success and operational performance
• Partner with Human Resources on hiring, workforce planning, and performance management

Additional duties may be assigned by supervisor.

Minimum Qualifications

• Bachelor's degree preferred
• 5+ years of freight brokerage or 3PL operations experience with strong exposure to customer operations, account support, or operational leadership
• Prior leadership experience with proven ability to coach, develop, and manage high-performing teams
• Strong operational mindset with understanding of how execution impacts customer growth and profitability
• Strong customer-facing communication and relationship management skills
• Experience managing operational performance through KPIs, reporting, and TMS/CRM systems
• Strong analytical, organizational, and problem-solving abilities
• Ability to thrive in a fast-paced, high-accountability environment
• Professional communicator who can navigate escalations and difficult conversations effectively
• Ambitious, growth-minded leader interested in long-term operational leadership

Working conditions

General office environment. Work is generally performed in a seated position with a high volume of computer screen reading, but may require standing and walking for up to 10% of the time. The working environment is generally favorable. Lighting and temperature are adequate, and there are no hazardous or unpleasant conditions caused by noise, dust, etc. Work is generally performed within an office environment, with standard equipment available.

Onsite presence at Transportation One's Chicago HQ is required.

EEO Statement

Transportation One is committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status or other protected category.