Client Operations Lead

About the role

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.

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.