Client Operations Lead

Roadtex Transportation has become a leader in the nationwide LTL industry, specializing in transporting time and temperature-sensitive products. We handle refrigerated and LTL needs by leveraging no sailing schedules, our nationwide network of 32 strategically placed temperature-controlled facilities, our state-of-the-art tracking, and our specialized equipment and warehousing capabilities. In 2022, Roadtex was acquired by Echo Global Logistics. The acquisition brings a truckload brokerage and expanded transportation management solutions to Roadtex's customers while providing Echo with our national warehouse footprint and advanced temperature-controlled transportation solutions.

• Serves as a senior individual contributor who delivers strong execution to complex, multi-modal accounts and spot quotes while acting as the day-to-day execution lead for a team of dedicated operators.
• Supports a Senior National Sales Rep as the primary liaison to Account Executives and Senior Account Executives, directly coordinating high-level account strategy, quarterly business reviews, and managing the distribution of day-to-day freight execution tasks
• Keeps the team of operators focused on higher-value work by coaching on consistent operating discipline, proactive stakeholder communication, and cross-functional resolution to deliver high levels of service.

• Freight Operations
  • Delivers senior-level execution for an assigned sales rep's book, including quoting for complex modes and lanes, load execution oversight, customer communication, and issue resolution with minimal sales rep involvement.
  • Owns open board management so priority loads, exceptions, and commitments stay visible, actioned, and closed without dropped handoffs.
  • Prepares materials and strategy for routine quarterly business reviews (QBRs) with sales rep to translate performance insights into clear actions, aligned owners, and follow-through that improves execution consistency.
• Internal & Customer Communication
  • Acts as the first line of support for the team of operators by removing issues, answering questions, and escalating appropriately so freight execution progresses.
  • Leads onboarding and technology integration processes for large accounts by partnering with requisite technology teams to drive clear timelines, operating procedures, and success measures
• Team Leadership
  • Coaches and mentors team of direct reports through on-the-job activities and lessons.
  • Builds team fluency in core tools and workflows (TMS workflows, Echo systems) so execution is consistent and scalable.
  • Promotes cross-training and coverage planning so execution remains stable during PTO, turnover, and volume spikes.
  • Supports account strategy in partnership with the sales rep to translate commercial priorities into an execution plan across the team
  • Partners with the Operations Manager using internal reporting to surface operator trends, recommend corrective actions, and align on interventions like training, process fixes, and escalation handling.

• Sales reps / Sales managers: align on priorities and account strategy across customers, along and customer messaging so commercial and operational actions stay coordinated.
• Operations manager: provide performance insights, support direct report performance management, handle first-line triage, and elevate only what truly requires manager decision-making.
• Account Executives / Sr. Account Executives (team members): set standards, provide daily coaching tips and recommendations, and unblock execution so the team operates with consistency and confidence.
• Financial Ops / Billing teams: coordinate approvals and resolution on complex issues and elevate per policy when guardrails are exceeded.
• Integration teams: coordinate onboarding and technology connections for EDIs / APIs to connect customer portals with Echo systems
• Carrier Ops teams: coordinate capacity for account strategy and regularly review client performance metrics to ensure high service levels.
• Customers: coordinate routine QBRs, manage highest value escalations and load coverage to support the team.

• Proven ability to lead customer-facing teams, witha track recordof protecting account health,retaining customers, and guiding teams through complex service environments.

• Strong coaching orientation, with the ability to develop AE capabilities in relationship management, issue resolution, and judgment-based decision-making.

• Excellent communication and problem-solving skills, including comfort engaging directly with customers during sensitive or high-stakes situations.

• Strong analytical and business judgment to assess account health, identifychurn risks, and translate trends into clear priorities and coaching actions.

• Ability tooperateeffectively in fast-paced, ambiguous environments by applying structure, prioritization, and leadership judgment
  -remainingdeeply engaged without reverting to day-to-day execution.

• Collaborative leadership style that promotes team…