Operations Key Account Manager

ESSENTIAL DUTIES & RESPONSIBILITIES:

Program & Project Leadership:

Lead and support strategic programs and cross-functional initiatives that align with all inbound business objectives.
Drive process improvement and service enhancement initiatives to increase operational efficiency, customer satisfaction and profitability.
Track project milestones, identify and mitigate risks, and provide regular status updates to leadership.
Develop and maintain documentation, workflows, standard operating procedures and playbooks to support consistency and scalability.

Performance Management & Reporting

Monitor operational performance metrics, including internal and customer-facing KPI’s.
Partner with analysts to develop dashboards, reports and performance insights that support data-driven decision- making.
Identify opportunities for account growth, process optimization and continuous improvement.

Scope of Responsibility:

Oversee customer support activities related to international shipments, collaboration with cross-functional teams across the region.
Address and resolve customer service issues while ensuring alignment with business and operational objectives.

Team Collaboration:

Collaborate closely with Operations, IT, Product and Customer Service teams to enhance service quality and customer experience.
Provide feedback to account managers regarding recurring service challenges, customer concerns and improvement opportunities.
Continuously strengthen customer service practices, issue resolution strategies and process improvement initiatives.
Support and lead special projects as assigned to meet evolving business needs.

Other Skills/ Abilities:

See also