Manager, Operational Key Accounts, Road Transport US

DSV - Global transport and logistics
In 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
Job Posting Title: Manager, Operational Key Accounts
Time Type: Full Time

Summary
As the Manager, Operational Key Accounts at DSV Road Transport, you will lead a team responsible for delivering operational excellence and strategic growth for our key customers. You will oversee the daily management of assigned accounts, ensuring service delivery, compliance, and profitability targets are achieved. Acting as a bridge between clients and internal departments, you will drive performance, implement process improvements, and develop scalable solutions that strengthen customer partnerships and enhance overall business results.

Key Responsibilities

• Leadership & Team Management
  • Lead, coach, and develop a team of Control Tower Specialists responsible for executing day-to-day customer operations.
  • Set clear performance expectations, monitor KPIs, and provide ongoing feedback and development opportunities.
  • Foster a high-performance culture focused on accountability, continuous improvement, and customer satisfaction.
  • Partner with leadership to forecast staffing needs and allocate resources effectively across key accounts.
  • Ensure all staff are informed of scheduling protocols, shift requirements, and any changes in staffing needs. Promote transparency and accountability in schedule adherence.
  • Identify opportunities to improve training programs and materials. Collaborate with team to implement updated learning strategies that align with operational goals and employee development.
  • Lead structured daily pass downs to share critical updates, operational challenges, and performance insights. Set clear expectations for issue resolution timelines and ownership.
    Maintain availability to respond to staffing inquiries and operational escalations outside of standard business hours, ensuring continuity of service and support.

• Strategic Account Management
  • Serve as the primary relationship owner for strategic, high-value customers within freight brokerage and asset-based operations.
  • Develop a deep understanding of customer business objectives, proactively identifying opportunities to enhance value and expand service offerings.
  • Oversee the creation and maintenance of customer-specific Standard Operating Procedures (SOPs) and ensure consistent operational adherence.
  • Lead customer business reviews, delivering data-driven insights and actionable recommendations.
  • Partner with Sales and Pricing to support contract renewals, rate negotiations, and long-term account strategy planning.

• Operational Oversight
  • Oversee end-to-end service delivery across assigned accounts, ensuring operational KPIs, SLAs, and cost targets are met.
  • Drive process improvement initiatives to reduce inefficiencies, improve data quality, and optimize service execution.
  • Escalate and resolve complex operational issues while ensuring root cause analysis and corrective action implementation.
  • Ensure compliance with company policies, contractual obligations, and customer-specific requirements.
  • Partner with cross-functional teams (Carrier Sales, Dispatch, Finance, etc.) to align operations with customer needs and expectations.

• Performance & Reporting
  • Oversee reporting and analytics for assigned accounts, ensuring accuracy and timeliness of performance data.
  • Analyze trends in customer metrics (volumes, revenue, service performance, AR, etc.) to identify risks and opportunities.
  • Present performance summaries and improvement plans during internal and external business reviews.
  • Develop and track key account plans that outline growth opportunities, operational risks, and customer satisfaction initiatives.

• Strategic Projects & Customer Initiatives
  • Lead cross-functional project teams focused on strategic initiatives such as dedicated fleet solutions, digital integrations, or process automation.
  • Collaborate with internal stakeholders (IT, Pricing, Compliance, Engineering, etc.) to implement technology-driven solutions (EDI, API, eBooking).
  • Champion innovation and continuous improvement efforts that enhance customer visibility, efficiency, and service quality.

• Commercial & Business Development
  • Partner with leadership and commercial teams to identify and pursue new business opportunities within existing customer portfolios.
  • Support pricing and proposal development for service expansions or renewals.
  • Build and execute structured account growth strategies that align with company financial objectives.

• Other duties and projects as assigned

Education & Experience

• Bachelor’s degree in Business, Logistics, Supply Chain Management, or a related field required.
• 5+ years of progressive experience in transportation or logistics operations, with at least 2 years in a leadership or account management role.
• Experience managing both brokerage and asset-based operations preferred.
• Experience in international logistics and customs regulations preferred.
• Proven success in managing complex or multi-modal logistics solutions preferred.
• Background in leading customer-driven process improvement or technology initiatives preferred

Skills & Competencies

• Strong leadership, team development, and people management skills.
• Excellent communication and relationship-building abilities with both internal and external stakeholders.
• Strategic thinking and analytical problem-solving skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Deep understanding of transportation industry trends, pricing dynamics, and operational best practices.
• Proficient in Microsoft Office Suite; experience with TMS and CRM systems preferred.

Travel

• Travel as required to customer sites, company branches, or strategic meetings.

Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee uses his/her hands to finger, handle or feel objects, tools or controls; reach with hands and arms; stoop, kneel, or crouch; talk or hear. The employee uses computer and telephone equipment. Specific vision requirements of this job include close vision and distance vision.

Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee rarely is exposed to fumes or airborne particles, toxic or caustic chemicals. The noise level in the work environment is usually low to moderate.

DSV is an equal employment opportunity employer. Candidates are considered for employment without regard to race, creed, color, national origin, age, sex, religion, ancestry, disability, veteran status, marital status, gender identity, sexual orientation, national origin, or any other characteristic protected by applicable federal, state or local law. If you require special assistance or accommodation while seeking employment with DSV, please contact Human Resources at hr@us.dsv.com. If you are interested in learning the status of your application, please note you will be contacted directly by the appropriate human resources contact person if you are selected for further consideration. DSV reserves the right to defer or close a vacancy at any time.

DSV – Global transport and logistics

Working at DSV means playing in a different league.

As a global leader in transport and logistics, we have been on an extraordinary journey of growth. Let’s grow together as we continue to innovate, digitalise and build on our achievements.

With close to 160,000 colleagues in over 90 countries, we work every day to offer solid services and meet our customers’ needs and help them achieve their goals. We know that the best way to achieve this is by bringing in new talent, fresh perspectives and ambitious individuals like you.

At DSV, performance is in our DNA. We don’t just work – we aim to shape the future of logistics. This ambition fuels a dynamic environment built on collaboration with world-class team players, accountability and action. We value inclusivity, embrace different cultures and respect the dignity and rights of every individual. If you want to make an impact, be trusted by customers and grow your career in a forward-thinking company – this is the place to be.

Start here. Go anywhere

Visit dsv.com