About the Opportunity

Are you passionate about delivering exceptional customer experiences and driving operational excellence? As the Transportation Customer Success Manager, you'll be at the heart of our mission to ensure every delivery meets and exceeds expectations. In this high-impact role, you’ll lead a dedicated team focused on optimizing transportation service for our delivered sales customers. You’ll be the strategic force behind our On Time Delivery (OTD) performance, partnering closely with the Transportation Manager to elevate customer satisfaction through smart, scalable solutions. This role blends strategic thinking with hands-on execution, making it ideal for someone who thrives in a fast-paced environment and is energized by solving complex challenges. If you're ready to make a measurable difference in how we deliver for our customers — this is your opportunity.

The Transportation Customer Success Manager is responsible for developing, leading, and managing the Transportation Customer Success team through people and process development to deliver reliable service to our delivered sales customers. This role plays a key part in achieving OTD results and acts as a strategic partner to the Transportation Manager, with a shared goal of improving customer satisfaction through excellence.

This role combines a strong understanding of customer expectations with operational expertise to proactively align service performance with supply chain capabilities. The Transportation Customer Success Manager will drive cross-functional collaboration, support supply execution teams, and lead new capability development to deliver on our service promise.

The Transportation Customer Success Manager will lead the execution and visibility of our OTD performance by tracking service metrics and driving accountability across the supply chain. This role requires a strong understanding of transportation operations, acting as a customer advocate while ensuring our execution aligns with customer needs and internal capabilities. Owns service scorecards, escalations and collaboration with carriers to maintain or improve delivery performance.

In addition, this position is expected to develop a strong understanding of Transportation Management Systems (TMS), with a focus on Oracle OTM, to help drive performance improvements, enhance visibility, and ultimately support on-time delivery and high levels of service.

 

Responsibilities

50% - Develop Transportation Customer Success Team

• Lead the Customer success Team with a strong emphasis on service performance, including on time delivery

• Develop core capabilities of the customer success team through team member development, process management, and alignment of supply chain operations

30% - Develop Customer Success Team Roadmap

• Create the short term, mid-term and long-term roadmap for the Customer Success Team, creating SMART goals to achieve on time delivery metrics

• Develop a clear and thorough understanding of key accounts, develop a roadmap for service excellence with clear alignment with sales, and supply execution

20% - Identify, implement, and develop capabilities through team member development, process improvement, and transparency

• Collaborate with customers, sales, and supply execution to deliver effective logistics solutions, overcoming challenges through continuous improvement of processes and capabilities

• Actively drive solutions through cross functional alignment, process improvement and technical enhancements

• Develop, and manage key performance goals and measures

   

Candidate Profile

IMPORTANT:

• This position requires on-site work at our Watsonville, California office. Remote work is not available. Applicants must reside within a commutable distance or be willing to relocate independently.

• We are unable to sponsor or take over sponsorship of an employment Visa at this time or in the future. Applicants must be authorized to work for ANY employer in the U.S.

Requirements 

•    Outstanding communicator with a track record of driving collaboration, engagement and results across multiple functions to deliver results 
•    Experience in developing people and processes   
•    Experience in both operations, sales and customer service is a plus  
•    Bachelor’s degree in marketing, Business, Supply Chain and/or Logistics, and 7+ years of experience in transportation/logistics, and/or sales/customer service experience

•    Must be able to work well in a fast-paced and collaborative environment with a diverse group of individuals
•    Must be able to work across functional lines to drive engagement and results
•    Experience wi