Operational Account Manager, LTL Express, Road

Operational Account Manager, LTL Express (Road US)

Location: Lancaster, TX

Division: Road

Time Type: Full Time

Summary: The Operational Account Manager, LTL Express is a key member of the Road US team responsible for managing and growing customer relationships within less-than-truckload (LTL) freight operations. This role oversees day-to-day account execution, ensuring high service levels, operational efficiency, and continuous improvement across LTL brokerage and asset-based networks. The position serves as the primary operational contact for assigned accounts, managing shipment execution, carrier and terminal coordination, and service performance.

The Operational Account Manager partners cross-functionally to optimize routing, pricing, and service outcomes while identifying opportunities for growth and ensuring compliance with all regulatory and company standards.

• Develop and maintain strong customer relationships, acting as the primary operational point of contact for LTL accounts.
• Manage day-to-day LTL shipment execution, including routing, scheduling, consolidation, and coordination with carriers, terminals, and internal operations teams.
• Coordinate with LTL carriers and internal networks to secure capacity and ensure service commitments are met.
• Negotiate LTL rates, tariffs, and accessorial charges to provide competitive and cost-effective solutions.
• Monitor and track shipments from pickup through final delivery, proactively addressing delays, exceptions, OS&D (over, short, and damaged) issues, and service disruptions.
• Provide real-time shipment visibility and updates to customers, ensuring accurate communication of transit times, delays, and delivery expectations.
• Analyze shipment characteristics (freight class, density, accessorials, lane, volume) to determine optimal routing and pricing strategies.
• Identify opportunities to improve transit times, reduce costs, and enhance service through consolidation, mode optimization, and carrier selection.
• Support onboarding and implementation of new LTL customers, including SOP development, routing guides, and service expectations.
• Utilize TMS and LTL rating tools to manage shipment planning, execution, and performance tracking.
• Provide direction and pricing guidance to Carrier Sales and Operations teams to align with customer expectations and margin targets.
• Conduct regular business reviews (QBRs/MBRs), presenting service performance, cost analysis, and continuous improvement initiatives.
• Lead or support operational initiatives related to LTL process improvements, technology enhancements, and service optimization.
• Analyze operational and financial data to identify trends, service gaps, and cost-saving opportunities.
• Ensure compliance with DOT, FMCSA, and company safety standards, as well as adherence to LTL carrier requirements and policies.
• Partner with internal teams including Operations, Finance, IT, Safety, and Commercial to deliver integrated and scalable LTL solutions.
• Maintain accurate documentation of shipments, pricing agreements, carrier performance, and customer SOPs.
• Perform other duties and special projects as assigned.

• High School Diploma or GED required;
  Bachelor’s degree in Logistics, Supply Chain Management, Business Administration, or related field preferred; equivalent industry experience may be considered in lieu of formal education.
• Minimum of 5 years of experience in LTL transportation, including pricing, carrier management, or operations.
• Experience managing carrier relationships and negotiating transportation agreements.
• Demonstrated experience working with LTL pricing structures, tariff analysis, and transportation cost models.
• Experience supporting or managing transportation P&L performance preferred.
• Experience working within third‑party logistics (3PL), freight brokerage, or transportation management environments strongly preferred.

• Strong knowledge of LTL operations, including carrier networks, terminal operations, consolidation strategies, and transit time management.
• Understanding of LTL pricing structures, including tariffs, freight class, density‑based pricing, and…