Exec Advisor-Customer Exper

Description

POSITION OVERVIEW:

Serves as a senior strategic partner to the leadership team, guiding the development, execution, and optimization of Customer Experience strategies that strengthen service performance, enhance customer satisfaction, and drive operational excellence within the Less Than Truckload (LTL) transportation sector.

ESSENTIAL JOB DUTIES/RESPONSIBILITIES:

1. Plan, organize, and coordinate CE initiatives, providing guidance through process improvement, project management, QDM principles, and analytical techniques

2. Advise executive leadership on customer experience trends, service performance, and emerging opportunities across the LTL landscape

3. Provide support to executive leadership on special projects and activities aimed at improving efficiency and customer satisfaction

4. Provide direction and oversight to CE leadership on overall strategy and tactical plans to ensure focus on execution

5. Lead strategic process improvement projects and collaborate on new technology solutions that enhance customer experience

6. Identify improvement initiatives and leverage technology to optimize efficiency and service quality

7. Design, develop, and implement innovative solutions to complex CE challenges independently and with teams.

8. Ensure proper compliance monitoring of CE procedures and standards

9. Act as liaison between functional departments, operations, and customers, both internally and externally

10. Partner with IT, Sales, Pricing, Operations, and Network Planning to ensure CE initiatives supporting customer satisfaction

11. Lead projects and initiatives related to CE changes, both long-term and short-term, ensuring smooth implementation

12. Collaborate in developing tools designed to improve performance in areas of people, service, and profit

13. Act as point of contact for field and corporate offices regarding CE policies, procedures, and processes

14. Comply with all applicable laws/regulations, as well as company policies/procedures

15. Perform other duties as assigned.

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, Supply Chain, Customer Experience, or equivalent work experience

• Seven (7) years’ experience in project and operational leadership, including evaluating, planning, and implementing customer experience improvements

• Excellent interpersonal skills with the ability to interact with all levels within the organization; strong communication skills (written, verbal, and visual)

• Strong leadership skills with experience guiding CE initiatives

• Ability to create, prepare, and present reports and insights to executive leadership

• Ability to effectively lead project teams, provide direction, and mentor team members

• Advanced analytical and critical thinking skills with a customer-centric mindset

• Proficiency in Microsoft Office Suite and other applicable systems/programs

• Demonstrated experience utilizing QDM principles and process improvement methodologies

JOB CONDITIONS:

• Some travel required

Preferred Qualifications:

Pay Transparency:

Pay:

Additional Details: This position will be domiciled at a FedEx Freight location in Memphis, TN or Harrison, AR. You will be required to work at a FedEx Freight location several times per week.

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

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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.