National Operations Manager
McClay's Logistics USANational Operations Manager
McClay’s Logistics
Position Summary
The National Operations Manager is responsible for managing daily transportation operations, maintaining strong customer relationships, coordinating carrier capacity, and driving profitable growth across assigned accounts. This role requires a proactive, detail-oriented professional who can manage multiple priorities in a fast-paced
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environment while delivering exceptional customer service. The National Operations Manager serves as the primary operational contact for assigned customers, ensuring shipments are executed efficiently, issues are resolved promptly, and opportunities for account growth are identified.
Key Responsibilities: Customer Relationship Management
• Build and maintain strong relationships with customers through consistent communication and reliable service.
• Serve as the primary operational contact for assigned accounts.
• Proactively communicate shipment updates, delays, and recovery plans.
• Resolve customer concerns and escalate issues when necessary.
• Identify opportunities to expand existing accounts, secure additional freight, and strengthen customer partnerships.
Daily Transportation Operations
• Coordinate shipments from pickup through delivery, ensuring customer requirements are met.
• Monitor shipment status and proactively address service disruptions.
• Manage shipment documentation, system updates, and customer requirements accurately.
• Coordinate with carrier sales and internal teams to ensure successful shipment execution.
Revenue Growth & Profitability
• Identify opportunities to increase shipment volume, expand lane coverage, and grow assigned accounts.
• Work with customers to understand upcoming freight needs, projects, and transportation challenges.
• Provide competitive pricing while protecting company margins and net revenue.
• Monitor account performance and identify opportunities to improve profitability.
• Collaborate with the sales team to support new business opportunities and customer onboarding.
Accountability & Performance
• Meet established performance expectations for net revenue, profitability, customer service, and shipment execution.
• Maintain accurate records and timely updates within company systems.
• Take ownership of customer issues and follow through until resolution.
• Communicate proactively with customers and internal teams.
• Consistently look for ways to improve processes, strengthen relationships, and contribute to company growth.
Qualifications
• Experience in transportation, logistics, freight brokerage, customer service, or a related field preferred but not required.
• Strong communication, organizational, and problem-solving skills.
• Ability to manage multiple shipments, customer requests, and deadlines simultaneously.
• Strong customer service and relationship-building abilities.
• Understanding of transportation pricing, carrier procurement, and freight operations preferred.
• Proficiency with Microsoft Office and transportation management systems.
• Self-motivated, accountable, and comfortable working in a fast-paced environment.
• Ability to work independently while collaborating effectively with a team.
Key Performance Indicators (KPIs)
Performance will be measured through:
• Net revenue and profitability.
• Customer retention and account growth.
• Shipment execution and service performance.
• Customer satisfaction and issue resolution.
• Communication, accuracy, and follow-through.
• Productivity and achievement of individual goals.
Expectations for Success:
Success in this role means consistently delivering reliable transportation solutions, building trusted customer relationships, identifying opportunities to grow existing accounts, and contributing to McClay’s Logistics’ overall profitability. The National Operations Manager is expected to take ownership of assigned accounts, communicate proactively, solve problems effectively, and approach every customer interaction with a focu