Enterprise Operations Account Manager

The Enterprise Operations Manager Account is responsible for the day-to-day operational execution and performance of assigned enterprise customer accounts. This role partners closely with Enterprise Customer Relationship Managers (ECRMs) to ensure high-quality service delivery, operational efficiency, and strong customer outcomes. The role provides leadership, coaching, and accountability to the operational team while maintaining alignment with IEL standards, customer expectations, and internal performance objectives.

Key Responsibilities

Operational Oversight & Execution

• Serve as the day-to-day operational lead for assigned enterprise accounts, ensuring consistent and high-quality service execution.
• Oversee daily board management, workload distribution, and issue resolution across supported accounts.
• Adjust team responsibilities and workflows as needed to maintain service levels and operational efficiency.
• Assign tasks, provide direction, and manage priorities for Enterprise Load Coordinators (ELCs).
• Step in to support execution and coverage when needed to ensure continuity of service.
• Provide hands-on coaching and guidance to both new and tenured ELCs.
• Conduct frequent one-on-one discussions with ELCs to review performance, professional development, and growth opportunities.

Customer Support & Communication

• Partner with the Enterprise Customer Relationship Manager (ECRM) to deliver consistent, high-quality service to enterprise customers.
• Ensure internal execution aligns with customer expectations and contractual service requirements.
• Address and escalate service issues as appropriate to ensure timely resolution and customer satisfaction.
• Participate in customer calls and meetings to provide operational insight and support as needed.

Process Adherence & Continuous Improvement

• Ensure team adherence to IEL operational standards and the “IEL Way.”
• Identify process gaps, inefficiencies, and risk areas, and collaborate with the Enterprise Sales Operations Manager (ESOM) to implement improvements.
• Promote standard operating procedures and best practices across the enterprise operations team.

Performance Monitoring & Reporting

• Monitor key performance indicators (KPIs) related to service execution, load coverage, and task completion.
• Provide regular updates to the ESM/ESSM and ECRM on account health, team performance, and operational risks.
• Partner with leadership to develop corrective action plans when performance gaps are identified.

Team Leadership & Development

• Develop, coach, and mentor ELCs through ongoing feedback, performance discussions, and corrective action when necessary.
• Ensure all new hires are properly onboarded and trained on company systems, processes, and customer-specific requirements.
• Oversee staffing levels and cross-training to ensure appropriate coverage, scalability, and continuity of operations.
• Foster a high-performance culture focused on accountability, collaboration, and customer service excellence.

Financial & Relationship Management

• Ensure accounts receivable processes are current, accurate, and followed appropriately in partnership with internal finance teams.
• Maintain and support carrier relationships in coordination with internal partners to ensure reliable capacity and service levels.

Qualifications:

 

Required

·        High school diploma or GED.

·        Minimum of two years of logistics or account management experience.

·        Proficiency in Microsoft Office applications.

·        Strong attention to detail and organizational skills.

·        Project management experience.

·        Excellent verbal and written communication skills.

·        Ability to manage multiple priorities in a fast-paced environment.

·        Strong people skills and ability to work effectively across departments.

 

Preferred

·        Bachelor’s degree.

·        Experience hiring, developing, and leading team members.

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