4PL Customer Experience Manager

About the role

Has responsibility for all customer facing activities and for providing a consistently high quality experience for new and existing customers in a small/medium size cluster. As a 4PL Customer Experience Manager, you will serve as a strategic business leader and trusted customer partner, connecting customer objectives with operational execution across complex supply chain solutions. This role goes beyond service delivery and is accountable for driving operational excellence, improving customer satisfaction, creating measurable business value, and building long-term strategic partnerships. You will lead customer-facing teams responsible for managing transportation and logistics solutions across Ocean, Air, Intermodal, Customs, and Distribution services. Working closely with Program Management, Operations, Commercial, Product, Digital, and Global Service Center teams, you will ensure contractual commitments are met while identifying opportunities to improve performance, efficiency, and customer outcomes.

Responsibilities

• Lead and develop customer-facing teams that serve as the primary point of contact for key 4PL customers.
• Drive operational excellence through KPI ownership, performance management, and continuous improvement initiatives.
• Translate operational performance data into actionable insights and business value narratives focused on efficiency, quality, service performance, and supply chain resilience.
• Build trusted customer relationships by understanding customer priorities and proactively developing solutions that support business objectives.
• Partner with internal stakeholders, including Operations, Commercial, Product, Digital, Program Management, and Global Service Center teams to deliver integrated solutions.
• Identify and implement process standardization, technology adoption, and optimization opportunities that reduce cost-to-serve and improve customer outcomes.
• Monitor resource allocation and team capacity to ensure service delivery requirements are consistently achieved.
• Lead customer governance activities, business reviews, escalation management, and corrective action plans.
• Foster a culture of accountability, collaboration, ownership, and commercial thinking across the team.

Requirements

• Minimum 5 years of management experience within logistics, supply chain, transportation, freight forwarding, or 4PL operations.
• At least 3 years of experience leading customer-facing operations teams responsible for service delivery and account performance.
• Strong understanding of end-to-end supply chain operations, including Ocean, Air, Intermodal, Customs, and Distribution services.
• Pro