Senior Manager, Control Tower Operations, Road Transport US

DSV - Global transport and logistics
In 1976, ten independent hauliers joined forces and founded DSV in Denmark. Since then, DSV has evolved to become the world's 3rd largest supplier of global solutions within transport and logistics. Today, we add value to our customers' entire supply chain by transporting, storing, packaging, re-packaging, processing and clearing all types of goods. We work every day from our many offices in more than 80 countries to ensure a steady supply of goods to production lines, outlets, stores and consumers all over the world. Our reach is global yet our presence is local and close to our customers.  Read more at www.dsv.com 

Location: Lancaster, TX 

Division: Road Transport US 
Job Posting Title: Senior Manager, Control Tower Operations 
Time Type: Full Time

Summary

At DSV Road Transport, the Senior Manager, Control Tower Operations is responsible for leading and optimizing the end-to-end Control Tower function across first, middle, and final mile operations. This role oversees Managers, Operational Key Accounts and their respective Control Tower teams, ensuring consistent execution of shipment visibility, milestone management, and service delivery in alignment with customer expectations and contractual requirements.

Reporting directly to the Director, Control Tower, the Senior Manager drives operational performance and excellence through standardized processes, performance management, and continuous improvement initiatives, while leading a team of Managers, Operational Key Accounts and their respective Control Tower teams. This role serves as a critical link between operations, commercial teams, and customers, ensuring scalable, high-quality service delivery and long-term customer success.

Duties & Responsibilities

Leadership & Team Management

• Lead, coach, and develop Managers, Operational Key Accounts, ensuring effective leadership of Control Tower teams.
• Establish and monitor performance expectations across teams, including KPIs related to SLA adherence, OTIF, and service quality.
• Drive the transition from reactive to proactive operations through improved forecasting and exception management.
• Provide leadership support during escalations, staffing gaps, and high-impact operational events.
• Drive a culture of accountability, responsiveness, and continuous improvement.

Operational Oversight & Execution

• Own Control Tower performance across all accounts, including shipment visibility, milestone compliance, and exception management.
• Ensure consistent execution of customer-specific SOPs and contractual service requirements.
• Standardize and enforce processes related to escalation management, communication protocols, and operational workflows.
• Oversee real-time issue resolution and ensure timely, accurate communication with customers, carriers, and internal stakeholders.

Customer & Account Leadership

• Provide senior-level oversight of key customer accounts in partnership with Managers and commercial teams.
• Support and participate in customer business reviews, delivering performance insights and improvement plans.
• Act as a senior escalation point for complex or high-impact customer issues.
• Partner with Sales, Pricing, and Operations to support account retention, service expansion, and long-term customer strategy.

Performance Management & Reporting

• Oversee reporting and analytics across Control Tower operations, including OTIF, service failures, accessorials, and customer KPIs.
• Analyze trends to identify operational risks, performance gaps, and improvement opportunities.
• Drive accountability through regular performance reviews, operational cadence calls, and leadership reporting.
• Ensure accuracy and consistency of data across systems and reporting tools.

Process & Continuous Improvement

• Lead initiatives to improve operational efficiency, service quality, and scalability across the Control Tower.
• Conduct root cause analysis on service failures and ensure corrective actions are implemented and sustained.
• Identify opportunities for process standardization, automation, and workflow optimization.
• Partner with cross-functional teams to improve data quality, system usage, and operational execution.

Cross-Functional & Strategic Initiatives

• Collaborate with internal teams including IT, Finance, Carrier Sales, and Operations to support integrated solutions.
• Support and drive adoption of transportation systems, reporting tools, and customer integrations (e.g., TMS, EDI/API).
• Lead or contribute to strategic initiatives, including system enhancements, customer onboarding, and operational transformation efforts.

Other Duties

• Perform other duties and support strategic initiatives as assigned.

Education & Experience

• Bachelor’s degree in Business, Logistics, Supply Chain Management, or a related field preferred.  Equivalent combination of education and relevant work experience will be considered.
• 8+ years of progressive experience in transportation, logistics, or supply chain operations.
• 3+ years of leadership experience managing managers or multiple teams preferred.
• Experience in Control Tower operations, freight brokerage, asset-based transportation, or multi-modal logistics required.
• Proven experience managing complex customer accounts and driving operational performance.
• Experience leading process improvements, operational standardization, or system-related initiatives preferred.

Skills & Competencies

• Strong leadership and team development skills.
• Ability to operate at both strategic and operational levels.
• Advanced analytical and problem-solving capabilities.
• Strong communication and stakeholder management skills.
• Ability to influence cross-functional teams and drive alignment.
• Deep understanding of transportation operations, SLAs, and customer expectations.
• Ability to manage competing priorities in a fast-paced environment.
• Proficiency in Microsoft Office and transportation management systems.

Physical Demands

The physical demands described here are representative of those required to successfully perform the essential functions of this role, and reasonable accommodations may be made to enable individuals with disabilities to perform these functions. This position primarily requires prolonged sitting and frequent use of a computer, telephone, and standard office equipment. The employee may occasionally stand, walk, reach, stoop, kneel, or crouch. The role may involve occasional lifting or moving of items up to 10 pounds. Specific vision abilities required include close vision, distance vision, and the ability to adjust focus. The employee must be able to maintain concentration and attention to detail for extended periods of time.

Work Environment

The work environment characteristics described here are representative of those an employee may encounter while performing the essential functions of this role. This position is primarily performed in an office environment. The noise level is typically low to moderate. The role may involve regular interaction with internal and external stakeholders via phone, email, and other communication platforms. The position is rarely exposed to hazardous conditions. Occasional extended hours may be required based on business needs.

For this position, the expected base pay range is $110,000.00 – $120,000.00 . Actual compensation will be determined based on job-related factors such as relevant experience, skills, education, certifications, and geographic location, in accordance with applicable laws and company policy.

Information regarding DSV’s benefits offerings, including eligibility, coverage options, and plan details, is available through the DSV Benefits Showcase. Benefits, programs, and eligibility may vary by location and division in accordance with applicable state and local laws.

DSV is an equal employment opportunity employer. Candidates are considered for employment without regard to race, creed, color, national origin, age, sex, religion, ancestry, disability, veteran status, marital status, gender identity, sexual orientation, national origin, or any other characteristic protected by applicable federal, state or local law. If you require special assistance or accommodation while seeking employment with DSV, please contact Human Resources at hr@us.dsv.com. If you are interested in learning the status of your application, please note you will be contacted directly by the appropriate human resources contact person if you are selected for further consideration. DSV reserves the right to defer or close a vacancy at any time.

DSV – Global transport and logistics

Working at DSV means playing in a different league.

As a global leader in transport and logistics, we have been on an extraordinary journey of growth. Let’s grow together as we continue to innovate, digitalise and build on our achievements.

With close to 150,000 colleagues in over 90 countries, we work every day to offer solid services and meet our customers’ needs and help them achieve their goals. We know that the best way to achieve this is by bringing in new talent, fresh perspectives and ambitious individuals like you. 

At DSV, performance is in our DNA. We don’t just work – we aim to shape the future of logistics. This ambition fuels a dynamic environment built on collaboration with world-class team players, accountability and action. We value inclusivity, embrace different cultures and respect the dignity and rights of every individual. If you want to make an impact, be trusted by customers and grow your career in a forward-thinking company – this is the place to be.

Start here. Go anywhere

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