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.  **About the Job** * 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. **Your Day-to-Day Mission** * 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. **Your Team Counterparts** * 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 escalate 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 escalate 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. **Your Profile** * Proven ability to lead customer-facing teams, with a track record of 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, identify churn risks, and translate trends into clear priorities and coaching actions.  * Ability to operate effectively in fast-paced, ambiguous environments by applying structure, prioritization, and leadership judgment - remaining deeply engaged without reverting to day-to-day execution.   * Collaborative leadership style that promotes team cohesion, talent retention, and strong cross-functional partnerships.  **What’s in It for You** * Direct ownership of customer retention and account success within Echo’s transactional brokerage portfolio, with clear impact on business stability and growth.  * A role that blends operational credibility with strategic account management, offering exposure to sales, logistics, and customer leadership.  * Step into a visible “player–coach” role where your execution standards lift an entire team and directly enable sales performance. * Opportunities to grow as a people leader within Echo’s Client Operations leadership pathways.   * Inclusion in a culture that values accountability, resilience, teamwork, and proactive problem-solving.  * Access to training and development designed to strengthen your ability to manage complex customer relationships and navigate the logistics industry with confidence.  _All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, status as a qualified individual with a disability, or Vietnam era or other protected veteran._  **Benefits** For more information about our benefit offerings, please visit our careers page at [https://www.echo.com/company/careers](https://www.echo.com/company/careers).