Client Operations Manager

Are you Ready to Change the Industry Together?

Miles Ahead Brands (MAB) is a family of like-minded brands committed to raising the standard of service and driving the aggregate transportation industry into the future. NewMile is the glue of the Miles Ahead Brands Family.

We’re searching for an innovative, results-driven leader to scale our NewMile technology to new heights. As Client Operations Manager, you’ll be an impact-oriented commercial leader, driving product strategy, go-to-market execution, revenue growth, and customer lifetime value. You will be a key thought partner for senior leadership and functional leaders while overseeing P&L performance, centralized customer support operations, and operational efficiencies. This is an opportunity to formalize our business line as a market differentiator through strategic initiatives, pricing excellence, and scalable processes.

If you’re passionate about product excellence, excited to lead high-performing teams, and thrive in scaling businesses with a focus on P&L ownership, we want you to pioneer the future of this business line.

• Mission: We are a family of brands committed to raising the standard of service in the aggregate distribution industry.
• Vision: Accelerating the world's infrastructure.

Our Values:

• 1% Better, Every Day: Continuous growth is a part of who we are as professionals and people. We are committed to being better today than yesterday, so we are ready for who our organization needs us to be tomorrow.
• Promise & Deliver: Pick up the phone, respond, then get it done. We are reliable in every sense of the word and deliver quality work and customer service no matter our role. We own our areas and are accountable to ourselves and each other to build trust.
• Find a Way or Make a Way: There is no problem we can't solve. We work together and do hard things to simplify the lives of clients, haulers and each other. We find the best way and are open-minded to innovation, technology and new ways of working because we are building an organization to change our industry.
• Candid, but Kind: We tell each other the truth and challenge when we don’t agree. We build real relationships rooted in kindness and thoughtfulness. Our people will always be our #1 unique and we will never lose sight of that.
• Rev it Up: Positive energy fuels us to get us to our vision. Each of us contribute to our culture by bringing consistent energy and passion that ripples through our teams like a fire. We celebrate and praise each other's contributions and strive to create a place we all want to be.

Who You Are: You are a strategic, hands-on leader who thrives at the intersection of product strategy, operations, and customer experience. You have a track record of scaling software products and focused product teams, balancing strategic growth with day-to-day execution. You can navigate complex challenges, build high-performing teams, and drive initiatives that deliver measurable results. You’re passionate about solving problems and driving efficiency—unafraid to dive into the details while keeping your eye on the big picture. You influence stakeholders across all levels, foster a culture of accountability and innovation, and thrive in environments where P&L ownership is central to success.

Why This Role Matters: NewMile is at the center of our growth strategy, bringing transformative solutions to our customers. Your leadership will directly impact its success — aligning product development with market needs, driving go-to-market strategies, and building exceptional support and centralized operations. By owning the business line’s P&L and fostering a culture of continuous improvement, you will set the stage for sustainable growth, profitability, and innovation. Your leadership will enable our teams to focus on what they do best: building best-in-class products, delivering exceptional support, and scaling with confidence.

What You’ll Obsess Over to Be Successful:

• Understanding customer needs (internal and external) and translating them into scalable product and operational improvements.
• Building efficient, repeatable processes that deliver measurable results and drive sustainable growth.
• Driving alignment across product, operations, and sales teams to ensure customer satisfaction and product adoption.
• Analyzing data and performance metrics to uncover insights, optimize strategies, and achieve profitability goals.
• Elevating your team’s performance through development, accountability, and a focus on operational excellence.
• Balancing revenue optimization with cost management to meet and exceed financial targets.
• Pioneering solutions that differentiate NewMile and position us as a market leader.

Who Your Internal Customers Are and How This Role Delivers Value to Them:

• Product & Technology Teams: Align product roadmaps with customer needs, streamline development cycles, and ensure delivery of innovative solutions that set us apart in the market.
• Customer Support Teams: Oversee centralized call center operations, improving efficiency, response times, and customer satisfaction. Create processes that empower support teams to resolve issues seamlessly.
• Sales & Marketing Teams: Collaborate to develop go-to-market strategies that drive adoption and revenue growth. Ensure teams have the tools and insights needed to position products effectively.
• Senior Leadership: Deliver on revenue targets, optimize P&L performance, and execute strategies that align with company goals for scalability and long-term success.

Your Impact:

Build & Scale:

• Lead product strategy, product roadmaps, and go-to-market execution, ensuring alignment with customer needs and growth goals.
• Develop scalable, repeatable processes across product management, call center operations, revenue optimization, and operational support functions.
• Create and execute frameworks for pricing, contract structuring, and revenue diversification (e.g., transitioning to fee-for-service models).
• Build negotiation support tools, including analytics, benchmarks, and playbooks for deal structuring and renewals.
• Leverage data-driven insights to improve product adoption, customer lifetime value, and revenue growth.

Drive Operational Excellence:

• Oversee centralized customer support operations, driving efficiency, customer satisfaction, and response times.
• Track and improve key metrics, including P&L performance, customer adoption rates, and retention.
• Optimize business operations, balancing revenue opportunities with cost discipline and efficiency gains.
• Streamline and centralize repetitive tasks, enabling teams to focus on high-impact initiatives.
• Deliver actionable insights to leadership through analytics, dashboards, and performance reporting.

Lead High-Performing Teams:

• Hire, develop, and mentor cross-functional teams spanning product, support, and sales.
• Foster a culture of accountability, collaboration, and curiosity.
• Challenge the status quo, encourage innovation, and celebrate wins that drive meaningful impact.

Deliver Results:

• Own business line financial performance, managing budgets, growth targets, and profitability.
• Identify and capitalize on growth opportunities to drive market expansion and competitive differentiation.
• Balance revenue optimization with scalable processes that deliver operational excellence.
• Ensure alignment with broader organizational goals, delivering measurable business outcomes.

• 7 years of experience in product management or general management roles, with oversight of P&L, customer support, and go-to-market strategy.
• Constructions/Logistics/Aggregate experience a plus.
• Proven ability to scale products, teams, and processes with measurable results.
• Proven success in revenue optimization, pricing strategy, and delivering commercial impact.
• Strong financial acumen and experience driving revenue and profitability.
• Expertise in customer operations and support management (call center experience preferred).
• Ability to influence and collaborate across all levels, including senior leadership and functional heads.
• Exceptional leadership skills with experience managing cross-functional teams.
• Metrics-driven mindset with a focus on process improvement and operational excellence.
• Excellent communication and collaboration skills, with the ability to influence stakeholders at all levels.