Senior Manager Customer Experience

Description

Quality Assurance; Workforce Management; Dedicated Customer Support; Customer Support; Quality Assurance & Support; Dedicated Account Desk/ Sales Solutions Support

This opportunity is for a Grade 15 position and is specifically aligned to a permanent night shift role. To effectively manage a team, including managers within assigned departments and/or locations. Ensures that department and/or operational goals are achieved and processes and procedures are completed promptly and consistently. Ensure that all activities are in line with company goals and regulatory requirements. Responsibilities may be within country or across numerous countries.

What you will do

• Lead end-to-end operations for the US Shipper customer support function, ensuring high-quality service delivery across all calling channels.
• Define and drive the overall strategy for customer experience, operational excellence, and scalability for the process.
• Own and deliver on key business metrics such as CSAT, NPS, QA, AHT, productivity, and SLA adherence at a program level.
• Build, mentor, and lead a team of managers and team leads, fostering a high-performance and customer-centric culture.
• Partner with cross-functional stakeholders (Global Ops, Product, Training, Quality, Workforce Management) to drive continuous improvement and process optimization.
• Oversee hiring plans, workforce strategy, and capability building to support rapid ramp-ups and business growth.
• Drive data-led decision-making by analyzing performance trends, identifying root causes, and implementing long-term solutions.
• Ensure effective governance of escalations and critical issues, providing leadership oversight and timely resolution.
• Establish and enforce strong process controls, compliance standards, and quality frameworks.
• Lead transformation initiatives, automation opportunities, and innovation programs to enhance efficiency and customer experience.
• Manage stakeholder communication, including leadership updates, business reviews, and performance insights.
• Proactively identify risks and opportunities and drive strategic interventions to improve service outcomes and operational resilience.

• Develop and maintain SOPs, process documentation, and best practices.

You will be a great fit if you

• Have extensive experience leading large-scale, voice-based customer support operations, preferably for US or global markets.
• Demonstrate strong leadership capabilities with a proven track record of building and managing high-performing teams across multiple layers (managers, team leads, and agents).
• Are highly customer-obsessed and can effectively drive customer experience metrics such as CSAT, NPS, and service quality at a program level.
• Possess strong business acumen with the ability to align operational strategy with organizational goals and growth plans.
• Have deep expertise in managing key performance metrics including SLA adherence, AHT, productivity, quality, and operational efficiency.
• Excel at stakeholder management and can effectively collaborate with global leadership, cross-functional teams, and external partners.
• Are data-driven, with the ability to derive insights from complex datasets and translate them into actionable strategies.
• Demonstrate strong problem-solving skills with a focus on root cause analysis, structured thinking, and long-term solutions.
• Have experience driving large-scale hiring, ramp-ups, and workforce planning in high-growth or fast-paced environments.
• Are adept at managing escalations, critical incidents, and risk mitigation with a high sense of ownership and accountability.
• Champion continuous improvement, automation, and transformation initiatives to enhance both operational efficiency and customer experience.
• Are comfortable navigating ambiguity and leading through change in dynamic, evolving business environments.

Interpersonal Skills;Written & Verbal Communication Skills;Planning & Organizing Skills;Presentation Skills;Leadership Skills

FedEx was built on a philosophy that puts people first, one we take seriously. We are an equal opportunity/affirmative action employer and we are committed to a diverse, equitable, and inclusive workforce in which we enforce fair treatment, and provide growth opportunities for everyone.

All qualified applicants will receive consideration for employment regardless of age, race, color, national origin, genetics, religion, gender, marital status, pregnancy (including childbirth or a related medical condition), physical or mental disability, or any other characteristic protected by applicable laws, regulations, and ordinances.

Our Company

FedEx is one of the world's largest express transportation companies and has consistently been selected as one of the top 10 World’s Most Admired Companies by "Fortune" magazine. Every day FedEx delivers for its customers with transportation and business solutions, serving more than 220 countries and territories around the globe. We can serve this global network due to our outstanding team of FedEx team members, who are tasked with making every FedEx experience outstanding.

Our Philosophy

The People-Service-Profit philosophy (P-S-P) describes the principles that govern every FedEx decision, policy, or activity. FedEx takes care of our people; they, in turn, deliver the impeccable service demanded by our customers, who reward us with the profitability necessary to secure our future. The essential element in making the People-Service-Profit philosophy such a positive force for the company is where we close the circle, and return these profits back into the business, and invest back in our people. Our success in the industry is attributed to our people. Through our P-S-P philosophy, we have a work environment that encourages team members to be innovative in delivering the highest possible quality of service to our customers. We care for their well-being, and value their contributions to the company.

Our Culture

Our culture is important for many reasons, and we intentionally bring it to life through our behaviors, actions, and activities in every part of the world. The FedEx culture and values have been a cornerstone of our success and growth since we began in the early 1970’s. While other companies can copy our systems, infrastructure, and processes, our culture makes us unique and is often a differentiating factor as we compete and grow in today’s global marketplace.