Service Delivery Manager

The Service Delivery Manager is responsible for delivering on strategic initiatives to Trux's national client base, owning implementation and ongoing account health. This role blends hands-on implementation and support work with project management leadership, and increasingly, the use of AI tools to work faster, surface insights, and scale service quality across accounts.

About the Role

The Service Delivery Manager is responsible for delivering on strategic initiatives to Trux's national client base, owning implementation and ongoing account health.

Responsibilities

Strategic Service Delivery

• Provide project management leadership across assigned accounts and territory
• Coordinate scheduling and resource allocation to a delivery plan
• Anticipate the needs of clients to manage and mitigate service delivery risks
• Be adaptive to changing situations and dynamic in solving service delivery problems
• Develop and innovate on service delivery processes and materials
• Create consistency and repeatability in service delivery execution from market to market
• Use quantitative analysis to influence decisions and outcomes
• Bring experience with consultative client engagements
• Demonstrate strong business acumen and understanding of business trade-offs

Account Setup & Onboarding

• Set up hauler and customer accounts
• Assist with onboarding trucks and drivers when required
• Provide training in person and remote when required (Driver, Owner, and Dispatcher)

Digital Dispatch Implementation

• Provide direct support during Digital Dispatch implementation
• Directly support the customer in communication with all entities involved
• Provide training in person and remote when required (Driver, Owner, and Dispatcher)
• Provide direct Go-Live support to dispatchers and haulers
• Serve as the primary point of contact between the customer and support/product team to resolve product and non-product issues

Manage Setup & Monitoring

• Maintain deep knowledge of Trux Manage functionality and account setup
• Serve as the primary point of contact for all assigned accounts
• Identify the best product fit for each customer's operational needs
• Assist in setting up new Trux Manage and associated supply accounts
• Provide direct support, including training and onboarding, to all newly assigned accounts
• Monitor activity and periodically communicate with all assigned customers

Account Management & Support

• Maintain deep knowledge of all Trux platform functionality
• Provide training and support to all newly assigned customer accounts
• Monitor account activity and Fill Rates, and provide best-practice advice when needed
• Reach out to local supply as needed to help with Fill Rates
• Assist in resolving disputes daily to avoid pay discrepancies
• Monitor driver behavior and communicate accordingly when required
• Provide account status updates to the VP of Strategic Accounts to help reduce churn

Sales Support

• Support Sales on new opportunities by providing product demos and product-fit assessments
• Provide outreach to new opportunities to assist in closing new accounts
• Coordinate account transfer activities from Sales to Ops on newly closed accounts
• Provide account status updates to the VP of Strategic Accounts to help reduce churn

Supply Outreach

• Reach out to new haulers and provide information on Trux and how it works for new leads
• Create new accounts and increase supply whenever possible
• Work toward reactivating old accounts and maintaining healthy supply to meet demand
• Monitor active supply accounts and assist with COI updates and training when needed

Use AI tools as part of day-to-day delivery:

• Use Claude to draft and personalize customer communications, training materials, and onboarding guides, then tailor them to each account
• Leverage AI to analyze account activity, Fill Rate trends, and dispute patterns, and to summarize findings for VP-level status updates
• Apply AI-assisted analysis to churn signals and account health data to flag at-risk accounts earlier

Qualifications

• Bachelor's degree, with a minimum of three years of prior experience in a related area

Required Skills

• Self-starter with strong communication skills
• Understanding of business operations, consulting, account management, and project management
• Enthusiastic and pragmatic, with a keen interest to learn and grow in a team environment
• Quantitative and performance-management driven
• Passionate about value creation, process innovation, and legacy building
• Comfortable adopting and applying AI tools to improve speed, quality, and consistency of work
• Ability to travel 60% of the time
• Bilingual in Spanish strongly preferred

Trux is committed to diversity and inclusivity in the workplace.