MD-Cust Service Technology

Description

POSITION OVERVIEW:

Lead strategic direction, technology excellence, and continuous improvement of customer service technology platforms across the organization.

ESSENTIAL JOB DUTIES/RESPONSIBILITIES:

1.    Lead a team to develop, plan, organize, measure, and coordinate objectives for Customer Service, IVR, and Customer Onboarding technology.
2.    Own the implementation, support, and optimization of Salesforce Service Cloud, including case management and complaint handling.
3.    Lead the development and support of IVR and voice platforms, including call routing, automation, and future conversational capabilities.
4.    Oversee Customer Onboarding technologies, including account creation, profile management, contracts, and preferences.
5.    Establish and lead end-to-end product teams responsible for both delivery and ongoing system stability.
6.    Implement and manage DevOps ways of working, including CI/CD, automated testing, and secure releases.
7.    Provide leadership and oversight of incident management, root cause analysis, and continuous service improvement.
8.    Coordinate selection and adherence to quality, security, and performance standards for customer service technologies.
9.    Provide leadership for vendors, partner, and contractor relationships supporting customer service operations.
10.    Develop plans and initiatives to improve process efficiency, automation, and cost-to-serve.
11.    Develop and coordinate project and product management activities.
12.    Provide data, analytics, and reporting to support operational and service quality improvements.
13.    Develop project plans, metrics, and performance goals for Customer Service Technology.
14.    Support key systems and tools to improve productivity and customer experience.
15.    Comply with all applicable laws/regulations, as well as company policies/procedures.
16.    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 or equivalent experience in Business, Technology, Engineering, or a quantitative discipline
•    Ten (10) years’ experience in enterprise technology with five (5) years in a leadership capacity
•    Experience working in a Product Operating Model with end-to-end delivery teams
•    Experience with DevOps / DevSecOps practices and production operations
•    Experience with Customer Service platforms, IVR, or CRM technologies (Salesforce preferred)
•    Strong analytical, organizational, and problem-solving skills
•    Ability to manage multiple priorities in a fast-paced environment
•    Strong written and verbal communication skills
•    Experience within transportation or logistics preferred
•    Proficient in Microsoft Office (Word, PowerPoint, Excel, Outlook)

JOB CONDITIONS:

•    Must be able to travel. 
•    Must be able to work flexible hours.
 

Preferred Qualifications:

Pay Transparency:

Pay:

Additional Details: This position will be domiciled at a FedEx Freight location in Memphis, TN/Harrison, AR/Pittsburgh, PA/Dallas, TX. 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.