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:

• Excellent organizational skills 


• Excellent written and verbal skills, including presentation skills 


• Strong computer skills including Microsoft Office suite 


• Detail oriented, able to multitask and meet deadlines 


• Self-motivated, able to work in a team and independently 


• Strong problem-solving, and interpersonal skills 


• Troubleshooting and problem resolution skills 


• Leads by example 


• Sense of urgency 


• Creative 


• Responds easily to changing demands