Director of Operations

Director of Operations, Account Management

Build the Team That Turns Customers Into Long-Term Partners

AFC Transport is growing, and we're looking for an experienced transportation leader to serve as our Director of Operations, leading our Account Management function across our asset-based trucking and freight brokerage businesses.

This is not a traditional fleet operations or customer service role. It sits at the intersection of operations, customer relationships, and account growth.

You'll lead AFC's Account Management team, strengthen key customer relationships, improve retention, identify opportunities within existing accounts, and ensure we're delivering on the commitments we make to our customers.

This is a hands-on leadership opportunity for someone who understands transportation operations, knows how to build customer trust, and enjoys developing people and creating structure in a growing organization.

AFC is also a technology-forward company. We're investing in data, automation, and AI to improve how we operate, make decisions, and serve our customers. We're looking for a leader who is excited about using better tools and better information to create a more proactive customer experience.

What You'll Own

Customer Relationships and Growth

• Build and maintain strong relationships with key customer decision-makers

• Develop retention and growth plans for strategic and at-risk accounts

• Identify opportunities for additional lanes, locations, volume, and services within existing customer relationships

• Monitor customer health and identify potential risks before they become larger issues

• Personally support AFC's most important strategic customer relationships

• Partner with Sales, Pricing, Operations, and Brokerage on customer growth opportunities

Team Leadership

• Lead, coach, and develop AFC's Account Management team

• Establish clear expectations, priorities, and performance standards

• Create a consistent rhythm for account reviews, customer touches, follow-up, and team accountability

• Conduct regular one-on-ones and performance conversations with Account Managers

• Help Account Managers become stronger business partners who understand both customer needs and AFC's operations

• Develop team capabilities as the department and company continue to grow

Customer Strategy and Execution

• Lead regular account reviews and ensure appropriate follow-up on customer priorities

• Conduct business reviews with strategic customers and turn discussions into clear action items

• Monitor service performance, customer concerns, pricing issues, and account risks

• Step in when an important customer relationship or service issue requires leadership support

• Coordinate with internal teams to develop recovery plans when service or account performance declines

• Ensure customer commitments, procedures, communication, and follow-up are properly documented

Cross-Functional Partnership

• Work closely with Sales, Operations, Brokerage, Pricing, Billing, Claims, and other internal partners

• Help connect customer expectations with operational execution

• Partner with internal teams to resolve service challenges and improve the customer experience

• Communicate customer trends, risks, and growth opportunities to leadership

• Ensure customer feedback reaches the appropriate teams and translates into action when needed

Data, Technology and Customer Intelligence

• Use revenue, load volume, gross profit, service performance, and customer activity data to understand account health

• Provide leadership with clear visibility into customer risks, trends, and growth opportunities

• Establish consistent reporting and scorecards for the Account Management function

• Use technology and automation to improve visibility, communication, consistency, and follow-through

• Embrace AFC's continued investment in AI and emerging technology to help the team work smarter and become more proactive with customers

• Identify opportunities to improve processes and reduce manual work as the department grows

How Success Will Be Measured

Success in this role will include:

• Strong customer retention

• Growth within existing customer accounts

• Increased opportunities for new lanes, locations, volume, and services

• Improved visibility into customer health and account risk

• Effective recovery plans for declining or at-risk accounts

• Consistent customer touches and business reviews

• Strong execution of account plans and follow-up actions

• Improved Account Manager performance and development

• Strong partnership between Account Management and AFC's operational and commercial teams

• Increased consistency, accountability, and visibility across the Account Management function

What We're Looking For

• 7+ years of experience in trucking, logistics, freight brokerage, transportation, or a closely related industry

• 3+ years of experience leading an Account Management, customer-facing, or transportation team

• Strong understanding of transportation operations and customer expectations

• Demonstrated experience retaining and growing customer accounts

• Experience navigating customer and service issues in a fast-moving transportation environment

• Ability to understand and work with revenue, volume, margin, pricing, and service-performance data

• Experience conducting structured customer business reviews

• Strong leadership, coaching, communication, and problem-solving skills

• High level of ownership, urgency, organization, and follow-through

• Comfortable establishing expectations, measuring performance, and holding a team accountable

• Comfortable learning and adopting new technology, systems, automation, and AI tools

Experience across both asset-based trucking and freight brokerage is strongly preferred.

Who Will Thrive in This Role

You're a hands-on leader who understands transportation and knows how to earn customer trust.

You're comfortable having conversations about service, capacity, pricing, performance, and growth while also understanding when to bring in the right partners from Operations, Sales, Brokerage, or Pricing.

You believe great Account Management goes beyond maintaining relationships. It means understanding your customers, identifying issues early, following through on commitments, finding opportunities to grow together, and making it easier for customers to do business with AFC.

You also enjoy building. You want the opportunity to develop a team, establish better processes, introduce structure, and help create an Account Management function that can scale as the company grows.

You're comfortable in an environment that is evolving quickly and embraces new technology. You're interested in how better data, automation, and AI can help your team anticipate customer needs and make better decisions.

Why AFC Transport

AFC is a growing transportation company combining deep operational experience with a strong focus on technology and innovation.

In this role, you'll have the opportunity to:

• Lead and develop an important customer-facing team

• Work directly with senior leadership

• Build relationships across both asset-based trucking and freight brokerage

• Help establish processes, scorecards, and standards for the department

• Work in an environment that embraces technology, automation, and AI

• Make a visible impact on customer retention and growth

• Help build the Account Management function for AFC's next stage of growth

Office and Travel Expectations

• This is a hands-on leadership role with an in-office presence expected as part of the position

• Regular collaboration with Account Management, Operations, Sales, Brokerage, and senior leadership is an important part of the role

• Travel is expected to support key customer relationships, strategic business reviews, company locations, and other business needs

• Candidates should be comfortable traveling as needed based on customer and business priorities

• This is not a fully remote position

Employment Type

Full-time

Seniority Level

Director / Mid-Senior Level

Industry

Truck Transportation

Transportation, Logistics, Supply Chain and Storage

Freight and Package Transportation