Carrier Sales & Operations Manager

About this role

Carrier Sales & Operations Manager

The Carrier & Account Operations Manager is responsible for leading the execution and performance of both customer account operations and carrier operations within the brokerage. This position drives profitable growth, operational efficiency, service excellence, and team development by overseeing customer account management, carrier procurement, operational execution, and continuous process improvement.

Job responsibilities include but are not limited to:

Leadership & Team Development

• Lead, coach, and develop direct reports through regular one-on-one meetings, team meetings, and performance coaching.
• Conduct and organize departmental operations meetings.
• Establish, document, monitor, and evaluate monthly and quarterly performance goals for all direct reports.
• Manage staffing schedules, PTO requests, workload balancing, and departmental coverage.
• Foster employee engagement, accountability, and professional development.

Customer Operations

• Drive revenue and gross profit growth across all managed customer accounts.
• Ensure adherence to customer Service Level Agreements (SLAs).
• Facilitate responses to customer communications and operational inquiries.
• Analyze customer account performance, including KPIs, revenue, profitability, and service metrics.
• Represent the organization during customer meetings and business reviews.
• Serve as the primary escalation point for customer service issues and recovery efforts.
• Create, implement, and continuously improve customer reporting and feedback processes.

Carrier Operations

• Develop, recruit, onboard, and maintain a strong carrier network across all transportation modes.
• Ensure sufficient carrier capacity to support customer demand.
• Negotiate contract and spot market pricing and service commitments with strategic carrier partners.
• Monitor carrier compliance, including insurance, safety ratings, operational KPIs, and regulatory requiremen...