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About the Role

As the Director of Client Success for Arrive Fresh, you will assume a critical leadership role in driving the performance, operational strategy, and growth of our produce and floral division. We are seeking a highly experienced, solutions-oriented leader who combines deep expertise in perishable cold-chain logistics with a proven ability to scale brokerage operations. In this position, you will lead by example, mentoring a team and helping build out strategic, long-term relationships with premier fresh shippers to accelerate business growth. Your ability to navigate complex market cycles and champion operational change will build immediate credibility and elevate our specialized delivery services.

Responsibilities

Direct the day-to-day operations of the Arrive Fresh Client Success Department, inspiring, motivating, and leading the team to meet corporate and modal objectives.
Act as the primary conduit connecting Arrive Fresh client success with the organization’s technology, capacity, finance, and business development departments.
Establish and roll out robust Standard Operating Procedures (SOPs) and program designs tailored to temperature-controlled and perishable cold-chain operations.
Collaborate with our Beyond Business Hours leadership team to develop and execute after-hours processes that ensure a seamless 24/7 experience for our customers.
Play an integral role in the Client Success forecasting process and drive team accountability to targeted volume, margin, and revenue numbers.
Build, manage, and leverage cross-departmental relationships to ensure operational alignment, rapid issue resolution, and service improvements.
Partner with our capacity and business development teams to fulfill customer RFP and spot requests in a timely manner.
Provide the Arrive Fresh client success team with the training and resources necessary to develop their communication, delegation, customer service and sales skills.
Drive technology adoption, specifically with the ArriveNow platform, while identifying and creating automation roadmaps for complex operational tasks.
Manage customer implementations and design custom logistics solutions that reduce costs, improve service levels, and increase customer retention.
Operate as an escalation contact for your team and our Arrive Fresh clients to resolve supply chain exceptions in service, billing, communication and visibility.
Ensure strict adherence to regulatory standards, including the Food Safety Modernization Act (FSMA), Sanitary Transportation of Food (STF), and Perishable Agricultural Commodities Act (PACA).
Partner with Employee Success (ES) and Learning & Development (L&D) to address performance lapses, assess turnover, and develop retention-driven engagement strategies.
Navigate and champion organizational change, communicating the "why" behind transitions effectively and fostering an optimistic, solutions-oriented team culture.

Requirements

Bachelor’s Degree in Business Administration, Finance, Supply Chain, or equivalent professional experience preferred.
15+ years of relevant logistics and brokerage experience in third-party logistics (3PL) or asset-based providers.
10+ years of dedicated expertise in produce and floral logistics, with deep knowledge of perishable cold-chain execution.
3+ years of logistics leadership or management experience in a fast-paced environment.
Strong background in account management and customer-facing solution design.
Expert knowledge of regulatory compliance environments including FSMA, STF, and PACA.
Advanced proficiency in the Microsoft Office suite (specifically Excel and PowerPoint) for complex data analysis and business presentations.
Exceptional communication and interpersonal skills, with a proven ability to inspire, develop, and performance-manage employees.
This position has direct supervisory responsibilities over Client Success Associates and Representatives specializing in produce and floral logistics.

Skills

Cold-chain logistics
Brokerage operations
Team leadership
Strategic relationship building
Operational strategy
Customer relationship management
Standard Operating Procedures (SOPs)
Temperature-controlled logistics
Perishable cold-chain operations
Forecasting
Cross-departmental collaboration
RFP management
Spot request fulfillment
Training and development
Technology adoption
ArriveNow platform
Automation roadmapping
Customer implementation
Logistics solution design
Cost reduction
Service level improvement
Customer retention
Supply chain exception resolution
Regulatory compliance (FSMA, STF, PACA)
Change management
Microsoft Office Suite (Excel, PowerPoint)
Data analysis
Business presentations
Communication skills
Interpersonal skills
Employee development
Performance management

Location

Austin, TX

Work Type

Onsite

Experience Level

Director
15+ years of relevant logistics and brokerage experience
10+ years of dedicated expertise in produce and floral logistics
3+ years of logistics leadership or management experience

Education Level

Bachelor’s Degree in Business Administration, Finance, Supply Chain, or equivalent professional experience

Benefits

Medical coverage
Dental coverage
Vision coverage
Life coverage
Disability coverage
Supplemental coverage
Matching 401(k) program
Employee Resource Groups
Office wide engagement activities
Team events
Happy hours
Free parking
Fully stocked coffee bar
Onsite gym
Free counseling sessions through Employee Assistance Program
Company paid holidays
Paid vacation time
Wellness days
100% paid parental leave
Referral Program
Relocation assistance

About the Company

Arrive Logistics is a leading transportation and technology company in North America with plans to grow significantly year over year.
Our success is a testament to our remarkable team and what we’re building together.
We’re committed to providing employees with a meaningful work experience and have established an award-winning culture that supports personal and career development in a fun, casual, and collaborative environment.
When we say “award-winning culture,” we mean it. We’ve been recognized as a top workplace by Inc. Fast Company, Fortune, and earned Top Workplaces and Great Place to Work, to name a few.
We intend on topping many more of those lists in the years to come, but we’re not in it for the trophies.
We’re committed to culture because it keeps us connected to each other and invested in our shared success while having a blast along the way.
Our employee-founded resource groups create communities within Arrive’s logistics, including Women in Logistics, Emerging Professionals, Prisms, Black Logistics Group, Salute and Unidos.

Equal Opportunity

To ensure a safe and transparent interview process, we want to note that Arrive Logistics adheres to strict recruitment practices. Candidates undergo an interview process, and Arrive Logistics does not provide unsolicited job offers. If you have concerns about receiving a fraudulent offer, please contact talentacquisition@arrivelogistics.com for verification.