JOB PURPOSE:
The Logistics Manager, Team Lead (LM, Team Lead) is a player-coach role that combines direct client ownership with day-to-day leadership of a team of Logistics Managers. The LM, Team Lead provides tactical and operational support for an assigned book of business and, over time, may oversee work flowing through a shared queue environment. They are responsible for maintaining and enhancing client connectivity, ensuring timely and accurate handling of client requests, and coaching, developing, and enabling their team to ensure the solutions outlined in each commercial agreement are delivered consistently, deliver measurable value, and support long-term client retention.
The LM, Team Lead is responsible for client retention, operational excellence, and metrics delivery for both their own accounts and their team’s portfolio. The role partners closely with Account Managers/Strategic Account Managers to support strategic initiatives, drive upsell opportunities, and maintain a strong three-wide, three-deep relationship with each assigned client, while also serving as a primary point of escalation and coordination for the Logistics Manager team. There may be a minimum revenue threshold for account assignments to Logistics Managers and to the LM, Team Lead.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Team Leadership & People Management
Lead a team of Logistics Managers, serving as a player-coach who balances personal account responsibilities with active leadership of the team.
Provide day-to-day direction, coaching, and feedback to Logistics Managers on client management, analysis, communication, and adherence to Transportation Insight standards.
Oversee workload balancing, prioritization, and coverage planning across the team to ensure all client commitments are met, including during peak periods and team member absences.
Partner with Client Services leadership on performance management activities, including goal setting, performance reviews, development plans, and recognition.
Identify skills gaps and training needs; coordinate and/or deliver targeted training and best-practice sharing sessions for the Logistics Manager team.
Serve as a point of escalation for internal and external stakeholders when issues exceed standard handling, ensuring timely resolution and clear communication back to clients and leadership.
Represent the Logistics Manager team in internal forums, initiatives, and projects, ensuring alignment, communication, and feedback between the field and leadership.
Support recruitment, interviewing, onboarding, and training of new Logistics Managers as required.
Other client and leadership requests as necessary.
Client Management & Operational Execution (Player Responsibilities)
Own tactical and operational execution for an assigned client book of business, ensuring delivery of the solutions defined in each commercial agreement, including work that may be routed through a shared queue environment. Focus on strengthening client connectivity and ensuring client requests are handled timely, accurately, and in a way that clearly delivers value and supports long-term retention.
Support communication throughout the organization, including introduction and collaboration with cross-functional business partners to achieve targeted operational objectives and milestones for assigned clients.
Collaborate with Account Managers/Strategic Account Managers to drive internal and external communication that advances a three-wide, three-deep relationship with each assigned client.
Assist Account Managers/Strategic Account Managers in identifying opportunities for upselling solutions that are not included in the current scope of the clients’ commercial agreements.
Maintain ownership of each assigned client’s metrics delivery and client-specific Key Performance Indicators, proactively addressing performance gaps.
Work with internal cross-functional teams to ensure the voice of the customer is clearly understood and facilitate continuous…