Senior Manager Customer Experience

Description

Customer Support; Workforce Management; Quality Assurance & Support; Customer management

What you will do:

Responsible for leading and optimizing customer support operations, ensuring high-quality service delivery and customer satisfaction. Oversee workforce management, quality assurance, and the development of tailored solutions, while driving continuous improvement initiatives to enhance overall customer experience.

Key Responsibilities:

• Oversee and manage customer support teams to ensure consistent, high-quality service delivery.

• Optimize workforce planning and resource allocation to meet customer demand and maintain service levels.

• Implement and monitor quality assurance processes to maintain and enhance customer service standards.

• Develop and execute strategies to improve customer satisfaction, loyalty, and retention.

• Provide strategic leadership for delivering personalized and exceptional service to high-value customers.

• Lead the design and implementation of tailored solutions to meet specific customer needs and business goals.

• Ensure customer support teams are fully trained and equipped to handle diverse customer interactions.

• Oversee the tracking and evaluation of customer support solutions, including preventive measures for recurring issues.

• Build and sustain strong relationships with key customers, proactively addressing concerns to enhance their experience.

• Drive ongoing improvements in customer support processes based on data analysis and customer feedback.

You will be a great fit if you:

• Bachelor’s degree or equivalent, in any discipline.

• A minimum of 5 years’ experience in customer service or contact center operations, along with 5–10 years of management experience leading teams and driving operational excellence.

• Multilingual proficiency in English and Chinese is required; proficiency in Korean is a strong plus.

Knowledge, Skills and Abilities

• Strong interpersonal skills, with the ability to build and maintain positive relationships across all levels of the organization.

• Excellent written and verbal communication skills, adept at clearly conveying information and ideas to diverse audiences.

• Effective planning and organizing skills, proficient in developing strategies and managing resources to achieve goals.

• Proficient presentation skills, capable of delivering engaging and persuasive presentations to stakeholders.

• Demonstrated leadership skills, with experience in guiding and motivating teams to achieve high performance and meet objectives.

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.