Customer Ops Managing Director

The Managing Director of Customer Operations provides strategic leadership for a region's logistics, warehouse, and fulfillment operations. This includes oversight of Senior Managers and support functions to ensure efficient operations, covering a diverse suite of supply chain services. The role focuses on operational execution, customer relationships, service delivery, and cost management. It also identifies trends and opportunities to drive profitability and resolve issues within the region

Key Responsibilities:
1. Lead and support the logistics management team, ensuring focus on goals, financial performance, operational expectations and customers' contractual KPI's. Provide coaching and guidance to address potential issues and risks.
2. Responsible for managing the P&L in accordance with FedEx Supply Chain Policies & Procedures.
3. Proactively manage contract compliance to guard against revenue leakage and capitalize on business opportunities.
4. Support new business sales and subsequently implement new logos to improve year over year top line & operating income.
5. Maximize operational effectiveness, ensuring management teams meet business targets on time.
6. Oversee complex, automated logistics operations, aligning with goals and performance expectations.
7. Focus on operational execution, service quality, cost management, key performance indicators (KPIs), and continuous improvement.
8. Collaborate with Continuous Improvement and Engineering teams to set and meet improvement goals for each site.
9. Work closely with the Strategic Account Management team to understand & deliver on customer needs, resolve issues, and negotiate pricing for new business. Develop and execute strategic initiatives and drive organic growth.
10. Monitor the success and effectiveness of policies and procedures, adjusting as needed.
11. Drive Quality Driven Management (QDM) by setting performance standards, using metrics, and holding teams accountable for data-driven management.
12. Report on business results and client relationships, and present findings to senior leadership.
13. Promote data-driven decision-making using Quality Driven Management (QDM) principles, ensuring the team understands expectations and performance metrics.
14. Ensure operations comply with all federal, state, local, and company regulations and policies.
15. Engage in leadership development, including succession planning, coaching, and professional growth of the team.
16. Perform other duties as required.

Education/Experience Requirements:
* Bachelor's Degree in Logistics, Supply Chain, Industrial Engineering, or related field preferred. Military experience at E4-E5 or O4-O5 is acceptable.
* 10+ years of management experience in third-party logistics (3PL), with a focus on customer relationships, contracts, pricing, P&L, QDM, and talent management.
* Strong interpersonal skills, with the ability to interact at various organizational levels and build strong client relationships.
* Excellent communication and presentation skills, with the ability to present to senior leadership and respond to questions.
* Proven experience mentoring and developing staff.

Physical/Cognitive Requirements:
* Ability to follow policies, read and interpret information, and perform basic math functions.
* Able to sit, walk, or stand for up to 8 hours per day and use hands for basic tasks.
* Must possess visual acuity, including depth perception, close/distance vision, and color recognition.

If the incumbent resides in the province of Quebec, functional French (written and spoken) is required.

Physical/Cognitive Requirements (with or without accommodation)

• Ability to follow policies and procedures.
• Ability to read, write, and interpret information.
• Ability to add, subtract, multiply, and divide.
• Ability to use hands to finger, handle, or feel.
• Ability to sit, walk, and stand for the duration of the shift.
• Must possess visual acuity to perform essential job functions.
• Ability to conduct physical tasks with a full range of motion throughout the warehouse environment.
• Ability to lift and carry items up to 50 pounds.

Requirements, Perks & Benefits (CA -- Salaried & CA -- Hourly)

At FedEx, our value of Taking Care of Each Other is reflected in our commitment to being an inclusive employer--one that represents the diversity of our customers and the communities we serve. We foster respectful, safe, and inclusive workplaces where everyone is valued for their unique contributions.

Applications from all qualified candidates are welcome. We encourage women, persons with disabilities, Indigenous persons, and people from culturally diverse and 2SLGBTQ+ communities to apply.

Please let us know if you need an accommodation during the recruitment and selection process. We will work with you to support your needs.

Job Disclaimer (Canada)

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

The incumbent is expected to perform all other duties as assigned, must be able to complete and achieve minimum thresholds on any mandatory testing and training, operate in a PC Windows environment, successfully complete all recurrence training, maintain annual accreditations where applicable, and work varying shifts based on business needs.

If the incumbent resides in the province of Quebec, functional French (written and spoken) is required.

Driving Requirements (If Applicable)

Candidates for positions that require driving as a core competency must have a valid driver's license (e.g., Class 5, G, or 1 [AZ]) and a driving record with two or fewer violations and/or accidents in the 24 months prior to application.

Candidates will be assessed through careful consideration of:

1. Their current driver's abstract
2. Their performance during application interviews
3. Their performance on any driver competency assessments administered

Pay Range

Pay Transparency