Sr. Manager Customer Operations

Overview: The Senior Manager, Customer Operations leads the customer-facing operations function for Yusen Logistics' Domestic Transportation Brokerage within the Supply Chain Solutions Group. This role is accountable for world-class service execution, operational customer relationships, account retention and organic growth, and the performance of managers, supervisors, and teams supporting Truckload, Intermodal, Less-than-Truckload (LTL), and Parcel services. The position oversees the customer operations lifecycle from load tender acceptance and order creation through delivery, issue resolution, performance reporting, and operational follow-up, while partnering across Sales, Pricing, Carrier Operations, Finance, IT, and other Yusen teams to deliver profitable, scalable transportation solutions. Responsibilities: Lead Customer-Facing Brokerage Operations Provide strategic and day-to-day leadership for all customer-facing brokerage operations across Truckload, Intermodal, LTL, and Parcel services. Ensure consistent execution from load tender acceptance, order entry, load building, appointment coordination, tracking, customer communication, exception management, proof-of-delivery follow-up, and operational closeout. Establish clear operating standards, escalation paths, staffing models, and account ownership to deliver reliable, responsive, and scalable service. Maintain operational readiness and service continuity during volume surges, disruptions, customer implementations, and other business-critical events. Own Operational Customer Relationships and Service Performance Serve as the senior operations-level relationship owner and escalation point for assigned brokerage customers. Build trusted relationships with customer stakeholders by understanding their transportation networks, service requirements, operating processes, priorities, and business drivers. Lead operational reviews and support Quarterly Business Reviews by presenting service performance, root causes, corrective actions, improvement initiatives, and measurable outcomes. Proactively resolve service failures and recurring issues while ensuring timely, accurate, and professional customer communication. Act as the voice of the customer within the brokerage organization and align internal teams around customer commitments and service expectations. Retain and Grow Existing Accounts Protect customer retention by maintaining high service standards, operational consistency, and disciplined follow-through. Identify organic growth opportunities within existing accounts, including additional lanes, locations, business units, transportation modes, and value-added services. Partner with Sales, Pricing, and leadership to develop account growth plans, support bids and pricing reviews, and convert qualified opportunities into sustainable operations. Balance customer requirements with operational feasibility, capacity, service quality, and profitability. Manage Performance, Profitability, and Continuous Improvement Establish and manage key performance indicators for service, responsiveness, quality, productivity, efficiency, account health, and customer satisfaction. Monitor account revenue, gross profit, operating performance, accessorial activity, claims trends, and service risks in partnership with Finance, Pricing, and brokerage leadership. Use transportation data, customer feedback, and root-cause analysis to identify trends, eliminate recurring failures, standardize best practices, and improve customer outcomes. Develop and maintain standard operating procedures, work instructions, customer playbooks, business continuity plans, and reporting routines. Lead continuous improvement and change-management initiatives that improve scalability, control, and the overall customer experience. Lead and Develop the Customer Operations Organization Lead managers and supervisors responsible for customer-facing brokerage execution and account operations. Set clear expectations, priorities, …

View the full posting and apply