Director of Customer Operations

About the role

Capital Logistics Group is seeking an experienced Director of Customer Operations to support and scale our customer and carrier operations. The role works closely with senior leadership to drive operational excellence, build high‑performing teams, and ensure consistent, high‑quality service delivery across the brokerage.

Key responsibilities

• Oversee operational execution for large‑market and SMB shipper segments.
• Lead, mentor and develop Account Managers, Operations Specialists, Tracking and Billing teams.
• Manage load coverage, customer quote prioritisation and service recovery efforts.
• Act as escalation point for operational issues, claims, disputes and service failures.
• Partner with Carrier Sales to support carrier vetting, performance management and capacity strategy.
• Ensure accurate tracking, timely documentation, billing compliance and regulatory adherence.
• Monitor KPIs and market trends to guide continuous improvement.
• Provide after‑hours and weekend coverage as needed to maintain service continuity.

Required profile

• Bachelor’s degree in Business, Logistics, Supply Chain or related field (MBA preferred).
• 5–8+ years of logistics or transportation experience with demonstrated leadership responsibility.
• Strong operational leadership, problem‑solving and communication abilities.
• Experience with data‑driven performance management.

Required skills

• Proficiency with TMS platforms.

What we offer

• Fast‑paced, growth‑oriented environment where leaders can make a meaningful impact.
• Opportunity to influence strategy, develop talent and support brokerage expansion.
• Equal‑opportunity employer committed to diversity and inclusion.