MD-Customer Experience
Description
POSITION OVERVIEW:
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 pr 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.
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.
