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Echo Global Logistics is a leading provider of technology-enabled transportation management services. As a third-party logistics provider, we simplify transportation management for our clients and carriers, handling crucial tasks so they can focus on what they do best. From coast to coast, dock to dock, and across all major transportation modes, Echo connects businesses that need to ship their products with carriers who transport goods quickly, securely, and cost-effectively.

Sales Operations Overview

The Sales Operations department supports roughly one billion dollars of annual revenue for Echo’s sales organization. We are responsible for understanding our client’s needs and building the processes needed to exceed them.

Director of Sales Operations

The Director of Sales Operations role is responsible for overseeing, developing, and implementing processes that will exceed our clients’ needs in the most efficient way possible. This position requires a strong focus on customer service, excellent communication skills, a keen attention to detail and the ability to optimize your team’s actions. This role reports directly to the VP of Sales Operations.

Duties and Responsibilities

• Deliver superior customer service, both internally and externally

  • Ensure customer requirements are met in a timely manner and assist in maintaining client relationships

  • Define metrics in a fast-paced environment and hold teams accountable to results

  • Oversee departmental billing and account integrations for all supported accounts

• Foster a culture of process improvement to improve shipper and carrier experience

  • Increase efficiency and reduce costs by identifying opportunities to improve, simplify or automate current processes

  • Execute root-cause analysis of existing customer pain points and develop/implement solutions

  • Lead Echo Operations Committee (EOC) initiative

• Be passionate about people development

  • Develop a team of operations managers; provide guidance, coaching and leadership development while overseeing daily operations/activities

  • Oversee staffing and hiring process to ensure we meet the needs of the business while staying within budget

• Lead and participate in cross-functional teams

  • Develop and maintain senior level relationships with internal and external partners

  • Improve how we partner with teams across the organization by leading the Collaborative Task Force (CTF) initiative

Qualifications

• 7+ years of industry experience, with at least 4 years of operations management experience

• Prior experience as director or operations manager

• Demonstrated background in sales operations and client relationships

• Experience in a B2B environment with unique and varied customer needs

Competencies

• Ability to define metrics to measure performance, set goals for improvement in each area, and work with the responsible teams to systematically improve and sustain high performance

• Ability to prioritize and demonstrate relentless discipline in achieving goals

• Willing to roll-up your sleeves to get the job done

• Strong problem-solving skills using a data-driven approach

• Passion and empathy for the customers you serve

• Exceptional written and verbal communication skills

• Ability to develop and monitor processes and measure performance

• Desire to work in a fast-paced, high energy environment

Work environment/physical demands summary:

This job operates in an office environment and uses a computer, telephone and other office equipment as needed to perform duties. The noise level in the work environment is typical of that of an office with an open seating floor plan. The employee may encounter frequent interruptions throughout the work day. The employee is regularly required to sit, talk, or hear.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, status as a qualified individual with a disability, or Vietnam era or other protected veteran.