Iel
logistics
EnterpriseOperationsAccountManager
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“Enterprise Operations Account Manager at Iel. Skills: process management, cross-functional coordination, vendor/stakeholder management, operational metrics. Serve as operational lead for accounts. Oversee daily board management and workload distribution”
What You'll Achieve.
Ensure high-quality service delivery; Ensure operational efficiency; Ensure customer outcomes; Maintain alignment with IEL standards; Maintain alignment with customer expectations; Maintain alignment with internal performance objectives; Maintain service levels; Ensure continuity of service; Ensure timely resolution and customer satisfaction; Ensure team adherence to IEL operational standards; Implement improvements; Ensure appropriate coverage, scalability, and continuity of operations; Ensure accounts receivable processes are current, accurate, and followed appropriately; Ensure reliable capacity and service levels
Industry & Context.
What They're Looking For.
Must Have
High school diploma or GED, Minimum of two years of logistics or account management experience, Proficiency in Microsoft Office applications, attention to detail and organizational skills, Project management experience, Excellent verbal and written communication skills, Ability to manage multiple priorities in a fast-paced environment, people skills and ability to work effectively across departments
Nice to Have
Bachelor’s degree, Experience hiring, developing, and leading team members
What You'll Do.
Serve as operational lead for accounts
Oversee daily board management and workload distribution
Adjust team responsibilities and workflows
Assign tasks and manage priorities for ELCs
Support execution and coverage when needed
Provide coaching and guidance to ELCs
Conduct one-on-one discussions with ELCs
Partner with ECRM to deliver service
Ensure internal execution aligns with customer expectations
Address and escalate service issues
Participate in customer calls and meetings
Ensure team adherence to IEL standards
Identify process gaps and inefficiencies
Promote standard operating procedures
Monitor key performance indicators
Provide updates on account health
Develop corrective action plans
Ensure new hires are onboarded and trained
Oversee staffing levels and cross-training
Foster a high-performance culture
Ensure accounts receivable processes are current
Support carrier relationships
How You'll Work.
Team & Collaboration
Partner closely with Enterprise Customer Relationship Managers (ECRMs); Collaborate with the Enterprise Sales Operations Manager (ESOM) to implement improvements; Provide regular updates to the ESM/ESSM and ECRM on account health; Partner with leadership to develop corrective action plans; Work effectively across departments
Communication Scope
Excellent verbal and written communication skills
Process & Methodology
Project management experience
Full Job Description
The Enterprise Operations Manager Account is responsible for the day-to-day operational execution and performance of assigned enterprise customer accounts. This role partners closely with Enterprise Customer Relationship Managers (ECRMs) to ensure high-quality service delivery, operational efficiency, and strong customer outcomes. The role provides leadership, coaching, and accountability to the operational team while maintaining alignment with IEL standards, customer expectations, and internal performance objectives. **Key Responsibilities** **Operational Oversight & Execution** * Serve as the day-to-day operational lead for assigned enterprise accounts, ensuring consistent and high-quality service execution. * Oversee daily board management, workload distribution, and issue resolution across supported accounts. * Adjust team responsibilities and workflows as needed to maintain service levels and operational efficiency. * Assign tasks, provide direction, and manage priorities for Enterprise Load Coordinators (ELCs). * Step in to support execution and coverage when needed to ensure continuity of service. * Provide hands-on coaching and guidance to both new and tenured ELCs. * Conduct frequent one-on-one discussions with ELCs to review performance, professional development, and growth opportunities. **Customer Support & Communication** * Partner with the Enterprise Customer Relationship Manager (ECRM) to deliver consistent, high-quality service to enterprise customers. * Ensure internal execution aligns with customer expectations and contractual service requirements. * Address and escalate service issues as appropriate to ensure timely resolution and customer satisfaction. * Participate in customer calls and meetings to provide operational insight and support as needed. **Process Adherence & Continuous Improvement** * Ensure team adherence to IEL operational standards and the “IEL Way.” * Identify process gaps, inefficiencies, and risk areas, and collaborate with the
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