Regional Manager, Customer Solutions

The Regional Manager of Customer Solutions is a high-impact on-site leadership role responsible for the operational excellence of our regional customer service network. This role is built on the conviction that a stable, supported team is the engine behind exceptional service delivery. By prioritizing team morale and professional development, you ensure that our service solutions drive client retention and corporate growth.

As a strategic partner for key accounts, you own the full talent lifecycle - ensuring our support teams are competitively compensated, mentored, and empowered. You bridge the gap between departmental KPIs and a "culture of service," acting as a dedicated advocate for the people providing our frontline customer solutions.

ESSENTIAL FUNCTIONS

Team Leadership & Talent Advocacy

• People-First Culture: Lead with the understanding that if the team is not supported and engaged, the mission cannot succeed. Serve as the primary champion for regional staff, ensuring they have the tools and environment needed to thrive.
• Talent Management: Own the full employee experience. Proactively manage workloads to prevent burnout, resolve internal conflicts with high emotional intelligence, and foster a culture of mutual respect and accountability.
• Professional Mentorship: Directly manage and mentor Customer Solutions Supervisors. Identify high-potential talent and provide the coaching necessary to build a "bench" of future leaders within the PJLN network.

Operational Scope & Adaptive Leadership

• Portfolio Management: Effectively manage and lead employees across multiple geographies, maintaining high morale and strict accountability regardless of physical proximity.
• Adaptive Leadership Styles:
• Local Portfolios: Act as a "Mentor-in-Chief," maintaining a high-visibility physical presence to provide real-time coaching and support to Site Supervisors.
• Distributed Portfolios: Act as a "Communication Architect," mastering remote engagement and utilizing Site Supervisors as "eyes and ears" to maintain team health from a distance.
• Network Consistency: Collaborate with other Regional Managers and Supervisors to share best practices and ensure PJLN Core Values and service protocols are applied uniformly across the network.

Strategic Oversight & Performance Management

• KPI & Financial Accountability: Own the regional performance dashboard. Analyze reporting trends to identify systemic issues and implement corrective actions to ensure the region exceeds Service Level Agreements (SLAs).
• Process Standardization: Partner with Warehouse Managers to align customer promises with operational capacity, bridging the gap between "front office" strategy and "dock" execution.

Key Account Strategy & Solutions

• Executive Relationship Management: Act as a strategic advisor for the region’s largest accounts, helping them optimize their supply chains through specialized service models.
• Ultimate Escalation Authority: Serve as the final arbiter for critical service failures or complex disputes, using expert negotiation and poise to protect the company’s reputation.

Managerial Competencies

• Servant Leadership: Proven ability to put the team’s needs at the forefront to facilitate performance and maintain low turnover.
• Interpersonal Savvy: High Emotional Intelligence with an approachable demeanor; able to build rapport quickly at all levels.
• Business Insight: Deep understanding of how team-level decisions impact regional P&L and broader financial health.

Reporting Structure & Scope

• Direct Reports: This position directly manages the Customer Solutions Supervisors at each regional facility.
• Indirect Oversight: Responsible for the health and performance of the full Customer Solutions team within the assigned region.
• Partnership: Works in tandem with Human Resources for talent lifecycle management and Warehouse Operations for service alignment.

Experience & Requirements

• To perform this job successfully, an individual must have the following education and/or experience.
• Professional Experience: 5 years of leadership in logistics, 3PL, or supply chain solutions. Proven experience in managing remote/distributed teams is required.
• Educational Foundation: Bachelor’s degree in business, Logistics, or a related field; equivalent senior leadership experience will be considered.
• Technical Proficiency: Mastery of WMS, CRM systems, and MS Office. Ability to recommend technical enhancements to meet cost and service goals.
• Regional Presence & Travel: This is an on-site position. High visibility is required. Travel frequency is dictated by the regional map:
• Local/In-State: Regular rotation between facilities to ensure hands-on leadership.
• Multi-State/National: Minimum of once per quarter, per facility, for coaching, audits, and strategy sessions.