Mgr-Customer Experience

POSITION OVERVIEW:

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. Assure 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.

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• Pay Transparency

If you have a disability and you need assistance in order to apply for a position with FedEx Freight, please call 800-888-8252 or e-mail at ADAAssistance@freight.fedex.com.

FedEx Freight will not discharge or in any other manner discriminate against any employee or applicant for employment because such employee or applicant has inquired about, discussed, or disclosed the compensation of the employee or applicant or another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.