Cust Svc Project Engineer

Description

The Project Engineer - Cust Svc position entails assisting in planning center-level reviews, analyzing operating performance against set targets, and developing productivity target revisions due to product, service, or technology changes. The Project Engineer - Cust Svc role also conducts time and methods development studies to establish standards for customer contact departments.

Essential Functions

• Develops call center procedures, workflow processes, work measurements impacting customer service worldwide.
• Develop long range facility requirements using workload forecast and established productivity guidelines to determine size and locations of operations.
• Develops procedures and work standards for call center network operations.
• Provides productivity analysis and reports for all customer service activity.
• Develops and implements work standards and processes for other departments answering customer calls.
• Designs and develops of call center facility layouts using ergonomic standards.
• Analyzes network staffing scheduling plan in comparison to workload and call volume, and makes recommendations for changes to insure productivity and service are protected.
• Assists in training/support of coworkers.
• Researches, plans, develops and implements ergonomic and technological innovations/solutions applicable to call center environments.
• Surveys related industry practices/standards, benchmarking to determine plans.
• Develops long range facility requirements for call center operations, to include number positions, locations, and size.
• Perform other duties as assigned

Preferred Skills

• Support the Customer Experience Desktop (CED) digital product as a Product Owner/SME.
• Product Owner experience
• Experience gathering and prioritizing business requirements and defining user stories and acceptance criteria.
• Ability to support Agile delivery, including UAT, production checkout, release validation, and post-production support.
• Understanding of product management practices to develop product vision and strategic roadmaps.
• Understanding of customer-driven design and Quality driven methodologies.
• Strong communication, collaboration, and stakeholder management skills.
• AI and automation experience a plus
• Salesforce Service Cloud knowledge requested; email or telephony background a plus

Minimum Education

Bachelor's degree in industrial engineering or related engineering discipline. Related experience may offset degree requirements and related education/degree may offset experience requirements.

Minimum Experience

Five (5) years professional experience in engineering, planning or standards development for operations.

Knowledge, Skills, Abilities

Demonstrated knowledge in engineering, planning or standards development for operations.

Strong analytical skills.

Computer skills.

Communication skills.

Job Conditions

Some travel required.

Preferred Qualifications: This position may be located anywhere within the US excluding AK, HI and US territories.  Depending on your location, you may be required to work at a FedEx Campus several times per week.

Pay Transparency: E27

Pay: $7488.36- $12,355.79 nationwide

Additional Details: Application Criteria/Deadline: To apply for this position, please upload your current resume and complete application by close of business day (5:00PM CST) on July 21, 2026.

Pay Transparency:

The compensation listed reflects the pay range or rate of pay reasonably expected for this posted position at the posted location or locations.  If this opportunity includes multiple job levels, the pay information represents the ranges for each level in that job family. Actual pay is determined by several job-related factors permitted by law and relevant to the position, including, but not limited to, experience relative to the job, tenure, market level, pay at the location for this job, performance, schedule, and work assignment. In California, the compensation listed reflects the range or rate of pay reasonably expected for this posted position upon hire.

For details on our comprehensive benefits, click here.

Federal Express Corporation is an Equal Opportunity Employer including, Vets/Disability.

Reasonable accommodations are available for qualified individuals with disabilities throughout the application process. Applicants who require reasonable accommodations in the application or hiring process should contact recruitmentsupport@fedex.com.

Applicants have rights under Federal Employment Laws:

• Know Your Rights
• Pay Transparency
• Family and Medical Leave Act (FMLA)
• Employee Polygraph Protection Act

E-Verify Program Participant: Federal Express Corporation participates in the Department of Homeland Security U.S. Citizenship and Immigration Services’ E-Verify program (For U.S. applicants and employees only). Please click below to learn more about the E-Verify program:

• E-Verify Notice (bilingual)
• Right to Work Notice (English) / (Spanish)