MD-Customer Experience

Customer Service Division Leadership

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

Essential Job Duties/Responsibilities:

1. Lead a team to develop, plan, organize, measure and coordinate objectives for the Customer Service Division.
2. Coordination, selection, establishment and adherence of quality standards for customer service contracts.
3. Provide direct leadership for business solutions related to contractor relationships.
4. Responsible for the development of plans to support people and contract process improvement for more efficient operations.
5. Develop and coordinate project management activities.
6. Provide data analytics for operations and service quality.
7. Develop project plans, metrics, and goals for the Customer Service Division.
8. Responsible for major customer service call center initiative to include business case development and implementation.
9. Support key systems and tools to improve productivity.
10. Comply with all applicable laws/regulations, as well as company policies/procedures.
11. 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 or equivalent work experience in Business or a quantitative discipline

Ten (10) years' experience in marketing, advertising, sales administration, or related discipline, with five (5) years in management capacity

Excellent quantitative, analytical, statistical and problem-solving skills

Outstanding organizational skills to manage multiple projects and priorities

Ability to prioritize tasks, work on various assignments and coordinate rapidly changing assignments in a team environment

Ability to build and maintain organizational relationships with various stakeholders in a diverse, large organization utilizing strong human relations and communication skills (verbal and written)

Experience within the transportation industry preferred

Proficient in Microsoft Office (Word, PowerPoint, Excel, Outlook); Access preferred

Working Conditions:

Must be able to travel

Must be able to work flexible hours

Preferred Qualifications:

Pay Transparency:

Pay:

Additional Details:

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