Mgr - customer Experience

Customer Service Division Manager

Provides direction, operational excellence, and continuous improvement of all customer service initiatives across the organization.

Essential Job Duties/Responsibilities:

1. Lead, develop, plan, organize, measure and coordinate operations of the Customer Service Division
2. Ensures data accuracy used in the analysis of customer and operating problems.
3. Assures resolution of service oriented issues and assures customers satisfaction in general
4. Responsible for the development of plans to support people and continuous process improvement for more efficient operations
5. Provide data analytics for operations and service quality
6. Develop project plans, metrics, and goals for the Customer Service Division
7. Support key systems and tools to improve productivity
8. Comply with all applicable laws/regulations, as well as company policies/procedures
9. Perform other duties as required

Disclaimer: This job description is general in nature and is not designed to contain or to be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to the job.

Qualifications:

• Bachelor's degree in Business, Management or equivalent work experience
• Five (5) years' experience in Customer Experience (CE) operations
• Strong understanding of contact center operations and customer service systems.
• Proven ability to manage large-scale operations and drive performance improvements.
• Knowledge of workforce management, scheduling, and performance optimization.
• Strong analytical skills for operational data interpretation and decision-making.
• Excellent leadership, communication, and stakeholder management skills.
• Proficiency in MS Word, Excel, PowerPoint; familiarity with CRM and WFM tools.

Job Conditions:

• Weekends may be required as business needs
• Some travel required

Preferred Qualifications:

Pay Transparency:

Pay:

Additional Details:

FedEx Freight is an Equal Opportunity Employer, including disabled and veterans.