Manager, Cloud Freight Operations, Road US

About the Role

Ready to lead teams, strengthen execution, and help drive performance across a fast-moving freight brokerage operation? DSV is looking for a Manager, Cloud Freight Operations to help lead the day-to-day execution of our Cloud Freight Operations, supporting the brokerage and transportation of high-risk, high-value (HRHV) freight for cloud computing customers.

Responsibilities

• Lead and coordinate day-to-day Cloud Operations across carrier sales and dispatch, operational account management, and dedicated lane operations.
• Lead, coach, and develop people managers and individual contributors, establishing clear expectations, accountability, and performance standards across the operation.
• Partner with direct-report managers to ensure effective staffing, workload management, communication, employee development, and execution within their respective teams.
• Translate priorities and direction established by the General Manager into clear operational expectations, action plans, and measurable results.
• Establish operational priorities and ensure alignment across account management, carrier sales, dispatch, and dedicated lane functions.
• Monitor workflow and operational performance to identify capacity constraints, service risks, workload concerns, and other issues requiring leadership attention.
• Oversee execution of HRHV freight, ensuring customer service, operational, security, and shipment requirements are consistently understood and followed.
• Monitor shipment execution and service performance, including capacity, dispatch, tracking, on-time performance, exceptions, and final delivery.
• Provide leadership and direction during complex, time-sensitive, or high-impact operational situations and ensure appropriate escalation and resolution of service, security, capacity, and customer concerns.
• Ensure customer-specific standard operating procedures (SOPs), security requirements, service expectations, and escalation processes are effectively communicated and consistently followed.
• Build and maintain strong customer relationships and serve as a leadership escalation point for operational and service concerns.
• Partner with account management leadership and Operational Account Managers to identify customer needs, service trends, risks, and opportunities for improvement or account growth.
• Participate in customer meetings, Monthly Business Reviews (MBRs), Quarterly Business Reviews (QBRs), and other account discussions as appropriate.
• Oversee carrier capacity and dispatch execution and partner with Carrier Sales and operational leadership to evaluate carrier performance, capacity availability, market conditions, pricing, and service trends.
• Support dedicated lane operations to ensure appropriate capacity, consistent execution, service performance, and cost management.
• Monitor and analyze operational and financial performance, including revenue, margin, cost, shipment volume, service levels, carrier performance, and other key performance indicators.
• Use operational and financial data to identify trends, risks, root causes, and opportunities for improvement and implement appropriate corrective actions.
• Support achievement of budget, profitability, service, and operational performance objectives and partner with the General Manager and Finance on forecasting, cost management, and financial performance.
• Identify and implement improvements to workflows, processes, technology utilization, communication, and operational effectiveness.
• Lead and support continuous improvement initiatives that increase efficiency, reduce operational risk, improve scalability, and enhance customer and carrier service.
• Support implementation of new customers, lanes, services, and business opportunities by coordinating staffing, processes, systems, SOPs, training, and operational readiness.
• Establish effective communication and collaboration across Cloud Operations and other DSV departments and business units.
• Partner with P&O and the General Manager on recruitment, workforce planning, employee development, performance management, succession planning, and other people-related initiatives.
• Promote a culture of accountability, collaboration, responsiveness, continuous improvement, and customer service.
• Ensure employees and leaders follow applicable company policies, customer requirements, safety standards, operational procedures, and regulatory requirements.
• Maintain confidentiality and ensure sensitive customer, shipment, carrier, pricing, employee, and business information is handled appropriately.
• Perform other duties, responsibilities, and projects as assigned by the General Manager.

Qualifications

• High school diploma or equivalent required.
• Bachelor's degree in Logistics, Supply Chain Management, Transportation, Business Administration, or a related field preferred. Equivalent relevant industry experience may be considered.
• Minimum of 5 years of progressively responsible experience in freight brokerage, transportation operations, third-party logistics (3PL), or a related field required; 7 or more years preferred.
• Minimum of 3 years of people leadership experience within transportation, logistics, brokerage, dispatch, account management, or a related operational environment required.
• Experience leading multiple operational functions and/or teams preferred.
• Experience leading people managers or supervisors preferred.
• Experience with high-risk, high-value (HRHV), time-sensitive, dedicated, or other specialized freight preferred.
• Demonstrated experience managing operational and financial performance, including revenue, margin, cost, service levels, and other key performance indicators.
• Experience managing customer relationships and serving as an escalation point for complex operational or service issues.
• Experience with carrier capacity, dispatch, transportation pricing, account management, and shipment execution.
• Experience leading process improvement, operational change, customer implementations, or business growth initiatives preferred.
• Experience working with Transportation Management Systems (TMS) and other transportation technology required.

Skills

• Strong leadership and people-management skills with the ability to lead, coach, and develop both individual contributors and people leaders.
• Strong understanding of freight brokerage, dispatch, carrier capacity, account management, dedicated transportation, and end-to-end shipment execution.
• Strong analytical and financial acumen, including the ability to interpret operational and financial data, evaluate performance, and make sound business decisions.
• Excellent communication, relationship-building, negotiation, and influencing skills across employees, customers, carriers, leaders, and cross-functional teams.
• Strong decision-making and problem-solving skills with the ability to lead through complex and time-sensitive operational situations.
• Strong organizational and prioritization skills with the ability to lead multiple teams and manage competing priorities in a fast-paced environment.
• Ability to identify performance gaps, determine root causes, and implement sustainable operational and process improvements.
• Strong understanding of transportation pricing, margins, cost management, carrier performance, and account profitability.
• Proficiency with Transportation Management Systems (TMS) and Microsoft Office applications, particularly Excel.
• Working knowledge of applicable transportation regulations, safety requirements, and industry practices.

Location: Lancaster, TX

Division: Road US

Time Type: Full Time