Senior Operational Key Account Manager, Global Ground Transportation

Responsibilities

The Senior Operational Key Account Manager coordinates global ground transportation operations and service performance for major technology customers across multiple regions. This role drives continuous improvement, manages operational escalations, and aligns cross-functional teams to ensure consistent service delivery.

Requirements

Candidates must have a bachelor's degree in a relevant field and at least five years of progressive experience in logistics or transportation operations. Strong skills in stakeholder influence, performance metrics, and operational process management are required.

Skills

• Logistics
• Supply Chain Management
• Transportation Operations
• Account Management
• Operational Excellence
• Project Management
• Root Cause Analysis
• Stakeholder Management
• Performance Management
• Data Analysis
• Process Improvement
• Cross-functional Leadership
• Transportation Management Systems
• Strategic Planning
• Customer Service
• Global Operations

Benefits

• Health Insurance
• Retirement Plan
• Professional Development

About this role

DSV - Global transport and logisticsIn 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. We work every day from our many offices in more than 80 countries to ensure a steady supply of goods to production lines, outlets, stores and consumers all over the world. Our reach is global yet our presence is local and close to our customers.  Read more at www.dsv.com 
 
Location: Lancaster, TX 
Division: Road Transport US Job Posting Title: Senior Operational Key Account Manager, Global Ground Transportation Time Type: Full Time
 Summary
The Senior Operational Key Account Manager is responsible for global operational coordination, service performance, and continuous improvement across ground transportation activities supporting an assigned portfolio of major technology customers. Working across DSV divisions and geographic regions, this position aligns operational teams, implements customer requirements, and strengthens consistency in service delivery while accounting for regional operating conditions.
 
The role serves as a central operational partner for assigned customers, translating service expectations and business changes into coordinated actions across regional and divisional teams. The position monitors performance, drives resolution of operational challenges, shares best practices, and ensures changes are implemented with clear ownership and accountability.
 
Supporting ground transportation activities across Road, Air & Sea, and Contract Logistics, this senior individual contributor partners closely with global operations leadership, commercial account leaders, regional Operations, the Senior Operational Excellence Manager, and the Project Director. The position leads through influence and coordination without direct reporting authority, maintaining ongoing oversight of assigned customer operations and improvement commitments.
 
Duties & Responsibilities
Global Customer Operations & Alignment

Coordinate ground transportation operations for an assigned portfolio of global technology customers across divisions and geographic regions.
Establish and maintain a consolidated understanding of customer requirements, service commitments, operating models, and regional responsibilities.
Align regional and divisional operational teams on service expectations, priorities, procedures, and customer requirements.
Facilitate regular operational discussions to review performance, address challenges, and coordinate actions across regions.
Identify gaps in ownership, communication, or execution and work with operational leaders to resolve them.
Maintain visibility into operational risks, service changes, and business developments affecting assigned customers.
Partner with commercial account leaders to ensure customer commitments are understood and translated into operational execution.

 
Customer Requirements & Operational Changes

Translate customer requirements and business changes into operational plans, procedures, responsibilities, and performance measures.
Coordinate implementation of new lanes, service expansions, revised delivery requirements, and changes to existing transportation activities.
Assess operational readiness with regional teams, including capacity, processes, systems, training, and supporting resources.
Incorporate customer security, shipment integrity, handling, and chain-of-custody requirements into operational procedures, as applicable.
Engage the Project Director and other supporting functions when changes require dedicated project leadership or specialized expertise.
Coordinate testing, launch preparation, and follow-up activities to support successful implementation.
Ensure operational changes are documented, communicated, and incorporated into ongoing service delivery.

 
Performance Management & Service Quality

Monitor global and regional performance against customer requirements, service commitments, and established operational standards.
Partner with the Senior Operational Excellence Manager to define customer reporting needs and use dashboards, scorecards, and quality metrics to evaluate performance.
Review trends, service failures, recurring exceptions, and regional variations to identify improvement priorities.
Lead operational performance discussions and coordinate corrective action plans with defined owners, milestones, and success measures.
Track improvement commitments through completion and verify their effectiveness.
Prepare operational updates and participate in customer business reviews alongside relevant account and operational stakeholders.
Communicate performance concerns, risks, and recommendations to global leadership.
Identify opportunities to strengthen customer confidence and support additional business through improved operational performance.

 
Operational Escalation & Issue Resolution

Serve as a global operational escalation point for assigned customer accounts.
Coordinate regional and cross-functional responses to significant service disruptions, recurring issues, and operational concerns.
Work with operational teams to investigate root causes and establish immediate corrective actions and longer-term solutions.
Ensure appropriate stakeholders receive timely updates on issues, actions, responsibilities, and progress.
Escalate matters requiring leadership decisions, additional resources, or changes to customer commitments.
Monitor issues through resolution and ensure lessons learned are incorporated into procedures and future planning.

 
Standardization & Continuous Improvement

Promote consistent service delivery and operational practices across regions while recognizing local requirements and operating conditions.
Identify effective regional practice...

About DSV

Transportation, Logistics, Supply Chain and Storage · 10,001+ employees · headquartered in Hedehusene · founded 1976