The operator behind BMG
Berlin Management Group is run by Brad Berlin: more than twenty years owning operations and P&Ls, with one repeated pattern.
Enter an operation at a hard starting point. Understand how the work actually moves. Redesign it. Stay until the change holds.
The same method, four different starting points
From Brad Berlin's operating career. Not BMG client outcomes.
Built from zero.
COO, Freightclaims.com
Repaired.
Chief Customer Officer, MyCarrier
Recovered.
Senior Manager of LTL Carrier Engagement, project44
Transformed at scale.
Vice President of Operations, CarrierDirect (now Metafora)
The complete operating record
Built from zero. As COO of Freightclaims.com, took a venture-stage platform from concept to production in about 15 months while building the operating structure around it: a development organization scaled from 1 to 13 with staged quality gates and post-release validation, a severity-based defect SLA, a support model holding first response under two minutes, customer success separated from support, and an operating cadence installed from nothing: annual planning, quarterly rhythms, 13-week execution plans, KPI dashboards. During that capital-constrained period, led the restructuring: monthly operating expenses down 30 to 40%, with annualized revenue above $420K and bad debt under 0.05%.
Repaired. As Chief Customer Officer at MyCarrier, inherited a customer operating model that was underperforming: onboarding took weeks, support ran on email queues, and customer feedback rarely reached development. Started with the frontline teams, redesigned the workflows, and made the case for change with operating data. Onboarding fell to about 3 to 4 days, platform utilization rose about 40%, and support resolution time went from about 26 minutes to about 90 seconds through automation and integration across HubSpot, Jira, and Intercom.
Recovered. At project44, as Senior Manager of LTL Carrier Engagement, took over an integration ecosystem that had been deprioritized: 350+ carrier API integrations, many falling out of date. Built the governance from scratch, prioritized by usage, worked directly with the IT organizations of North America's top 50 carriers, and shipped 26 new connections in under nine months, with quality reporting frameworks that made performance gaps visible. None of the three organizations involved reported to him; the work ran on coordination, not authority.
Transformed at scale. As Vice President of Operations at CarrierDirect (now Metafora), spent nine years helping client organizations redesign how they operate. The flagship: while serving with this larger consulting firm, Brad was part of the team that redesigned an anonymized carrier division of roughly $150M, running as thirteen siloed offices, into one operating model, from load ownership and shared access to incentives, rules of engagement, training for more than 100 employees, and steering-committee governance. Ten months after the changes took effect, the division stood at 100% of its revenue goal and 118% of its gross-profit goal, on 15% and 28% year-over-year growth. The same assessment-to-implementation method was rebuilt for new-business launches and reused at some of North America's largest transportation enterprises.
Built operations through rapid growth. Earlier in his career, Brad served as COO of GlobalTranz, building operating structure and systems as the company grew. The lesson that shaped everything since: growth exposes operating structures that no longer fit the business.
Why BMG works the way it does
The BMG approach comes directly from this operating record. Start with the people doing the work, because they usually know where it slows down, gets repeated, or breaks. Map the handoffs, because that is where work stalls. Redesign ownership and incentives before buying anything, because technology cannot compensate for a poorly designed workflow. Align the technology to the operating model, not the other way around. Install the management cadence. Measure what changed.
On AI specifically: we use it heavily in our own work. Automation and AI are tools BMG can use when the operating problem and workflow show they are the right fit. They are tools, not the starting assumption.
Practical details
Berlin Management Group LLC is based in Phoenix, Arizona and is available for engagements nationally. Engagements are fixed-scope and fixed-fee. Every engagement is senior-led, with Brad accountable from diagnosis through implementation. Read how engagements run, see what the Diagnostic covers, or start with the pages for Main Street businesses, middle-market companies, and enterprise teams. Field notes are at Field Notes. For logistics and supply chain organizations, the operating record runs deepest: see operations improvement for logistics and supply chain teams.
Brad was featured in VoyagePhoenix, “Daily Inspiration: Meet Brad Berlin” (May 2026).