Sr Mgr Customer Experience Digital & Data

Description

To plan, organize and control activities of the Customer Solutions and Digital Products organization. Specifically, to be responsible for the product design development and implementation of all FedEx Logistics customer experience digital products, data analytics and data intelligence and insights, customer implementations and onboarding, and utilization of continuous improvement methods that improve service, improve compliance, improve customer experience for all segments, lower costs and/or increase profitability. Domestic and global travel may be required.

•    Selects and develops staff with the intent of creating a culture that develops employees, elicits voluntary discretionary effort, and promotes a continuous improvement and growth mindset.
•    Carry out leadership responsibilities, including but not limited to interviewing, hiring and training employees, planning, assigning and directing work, appraising performance, rewarding, coaching, and addressing performance issues.
•    Designs and directs continuous improvement initiatives to optimize operations, drive compliance, retain customers and market share, reduce costs and/or improve profitability.
•    Development of data analytic tools and insights, innovative use of data, best practices and standardization for reusability and composable design according to engineering principles.  Develops, measures and reports on Key Performance Indicators (KPI).
•    Support development of annual budgets, monthly operating plans, and evaluation of plan vs. actual, GUESS adjustments, and recommend action plans if off targets for operations.
•    Directs the development and utilization of first principles design, modeling and simulation tools to support evaluation and design of new products, programs, services, and operating scenarios.
•    Directs the development and maintenance of global business continuity plans for customer experience, data and analytics, partnering with IT and business, to ensure continuity of service during adverse operating conditions, such as system malfunctions, natural disasters, pandemics, supply chain disruptions, labor issues, etc.
•    Responsible for development an execution of global customer processes including account setup, customer on-boarding, measuring service performance, and deployment of customers solutions to plan 
•    Responsible for providing engineering support for the launch of new capabilities, products and services.
•    Observes social, economic and political trends that might ultimately influence the company, and make recommendations to enhance the company's solutions, services, and customer support based upon those trends.
•    Performs, audits, analyzes, plans, implements and follows up on all other duties as assigned.
•    Develops and owns the customer experience digital strategy and updates progress and achievement to goals using the DRIVE methodology 
•    Establishes and leads customer solutions engagement through presales consulting design, proposal and planning and onboarding successful wins through partner sales, operations and account management
•    Establishes and reports on digital product usage, value generation and customer implementation success.
 

Bachelor's degree in engineering/equivalent; master's preferred. Seven (7) years of related experience in engineering, quality/ process improvement, or operational excellence. ASQ continuous improvement, such as Six Sigma, Lean or FedEx QDM Expert, certification preferred.  Significant related business experience in engineering, process improvement, goal setting, evaluation and measurement, engineering techniques, customer implementations, customer service & solutions, and service assurance. Significant prior experience in managing and leading high performing teams, optimizing process, and transforming business operations.  Strong industry knowledge, demonstrated successful management experience, human relations and communication skills required.

Preferred Qualifications: US Remote

Pay Transparency: This compensation range is provided as a reasonable estimate of the current starting salary range for this role across all potential locations. If this opportunity includes multiple job levels, the range is a reasonable estimate of the current starting salary for the lowest level to the current starting salary of the highest level. Actual starting pay would be determined by experience relative to the job, market level, pay at the location for this job and other job-related factors permitted by law. An employee may be eligible for additional pay, premiums, or bonus potential. The Company offers eligible employees health, vision and dental insurance, retirement, and tuition reimbursement.

Pay: $10,454.90 - $19,837.50 USD Monthly

Additional Details:

FedEx Logistics provides freight forwarding, as well as import and export services that allow companies to reach markets throughout the world. They help customers of all sizes solve the intricacies of shipping goods globally by providing comprehensive international ocean and air freight forwarding, surface transportation and distribution, customs brokerage, trade and customs advisory services, and advanced e-commerce and trade facilitation solutions. We're glad you stopped by and hope your job search experience with FedEx Logistics, Inc. will be rewarding. We look forward to hearing from you!

FedEx Logistics, Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to their protected veteran or disability status.

Equal Employment Opportunity: As a federal government contractor, we are committed to employ and promote qualified minorities, females, individuals with disabilities, and covered veterans (including, but not limited to, disabled veterans, recently separated veterans, Armed Forces service medal veterans, and other protected veterans. Our philosophy and commitment to equal employment opportunity and non-discrimination is the bedrock to job opportunities for all employees and applicants without regard to an individual's protected status (i.e. race/ethnicity, color, national origin, ancestry, sex/gender, gender identity/expression, sexual orientation, marital/parental status, pregnancy/childbirth, or related condition, religion, creed, age, disability, genetic information, veteran status, or any other protected status.) Click here and here to read more about "Equal Employment Opportunity is the Law."

FedEx Logistics will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the FAIR Chance Initiative for Hiring Ordinance (FCIHOO) for the City of Los Angeles (LAMC 189.00)

FedEx Logistics will not rely on the wage history of a prospective employee from any current or former employer when determining the wages for such individual at any stage in the employment process, including in the negotiation or drafting of any employment contract in accordance with Philadelphia Ordinance No. 160840.