Title: Operations Manager

Location: Chicago, IL

Description

You will manage TransLoop’s Customer Operations Team, consisting of ~25 Operations Specialists, Enterprise Operations Specialist and Account Growth Managers. This role reports to TransLoop’s Director, Customer Success.

In this role, you will be tasked with overseeing the day-to-day operational efficiency of our Customer Operations Team. You will collaborate with leaders of all departments and routinely engage with direct reports to gain perspective and deliver constructive feedback. The role will require exceptional communication skills, strategic thinking, attention to detail, operational hustle, and strong organizational skills along with customer service and solution-oriented approaches. This is a high-impact role as you will be responsible for engaging key stakeholders both internally and externally.

Primary Objectives

• Ensuring TransLoop’s operational efficiency across Operations and Sales teams.
• Upholding and promoting TransLoop’s operational standards and reputation both internally and externally.
• Managing direct reports to continue high performance and teammate satisfaction.
• Make decisions with TransLoop’s long-term best interests in mind.

What You'll Do

• Ensure each active account is supported with the proper level of operational bandwidth.
• Allocate personnel and bandwidth to tailor TransLoop’s customer service efforts to specific shipper partner needs. Reallocate as needed, in our ever-changing, fast-growing landscape.
• Incubate new opportunities by closely overseeing customer communication and service.
• Identify areas for operational improvement and overall growth within shipper networks.
• Serve as subject matter expert on all things TransLoop Operations for phone and video calls, in-person meetings internally and externally.
• Conduct operational demos and QBRs to prospective and existing shipper partners.
• Conduct routine touchpoints and performance reviews with Operations Team members.
• Build relationships and develop rapport with key customer contacts to ensure they feel their business is supported.
• Track and analyze service metrics including on-time delivery percentage, on-time pickup percentage, tender acceptance percentage and more.
• Collaborate with leaders in Carrier Sales, Customer Sales, HR & Development, Accounting, Compliance and more with the organization’s overall interest in mind.

What You'll Need

• Bachelor’s Degree
• 2 years of supervisory experience
• 3-5 years of experience in 3PL Customer Operations
• Experience managing a team of people
• Knowledge of truckload market relationships across equipment types
• Ability to coach and deliver feedback to direct reports
• Experience completing basic operational functions including, building shipments, tracking shipments, customer communication, issue resolution, A/R and more
• Proven track record of managing accounts, fostering relationships, and being an overall top performer
• Willingness to “roll up your sleeves” to assist in operational asks/problem solving for teammates
• Strong writing, organizational, and speaking skills

Bonus Points

• Reporting skills
• Comfortability and confidence in presenting to internal and external stakeholders
• Ability to drive business from a revenue and new opportunity standpoint
• Experience using a multitude of TMS platforms