Director, Ops Support – Quality and Customer Care

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🔥 0 minutes ago

🏖️ New Jersey, North Carolina, +1 more states – Remote

🏖️ New Jersey – Remote 🌲 North Carolina – Remote 🔔 Pennsylvania – Remote

💵 $140k - $150k / year

⏰ Full Time

🔴 Lead

💝 Customer Support

👻 Ghost score 0%

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RXO, Inc.

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 2022

📦 Logistics

🚗 Transport

☁️ SaaS

Logistics • Transport • SaaS

<RXO, Inc. > RXO, Inc. is a technology-driven freight and logistics company that connects shippers and carriers across multiple modes (truckload, LTL, intermodal, drayage, ocean, air, last-mile) through its digital platforms RXO Connect™ and RXO Drive™. The company combines machine learning and AI with extensive carrier networks to provide capacity solutions, managed transportation, freight forwarding, and carrier services (fuel cards, factoring, marketplace), prioritizing visibility, efficiency, and flexible capacity for B2B customers. RXO operates a large marketplace and network of independent carriers, offering both software-enabled logistics (SaaS-like platform features) and traditional transportation services.

📋 Description

• Provide strategic leadership across operational performance, quality, customer experience, claims management, process improvement, and financial performance within the Last Mile network • Identify performance gaps across the network, develop scalable solutions, and drive accountability from root cause through sustainable corrective action • Partner with Operations, Client Solutions, Finance, Claims, Customer Care, Fleet, Carrier Management, Technology, and Analytics to establish standardized operating practices and improve service execution • Provide leadership and governance for Ops Support, Claims, and Customer Center/Customer Care Operations • Provide direct leadership and accountability for Senior Managers and Operations Support Managers • Establish goals, performance expectations, and priorities across the team • Drive standardized operating processes across warehouse and product flow, workforce scheduling, routing, route monitoring, facility operations, staffing, carrier management, and organizational design • Support field leadership during performance challenges, new site openings, implementations, and major operational changes • Translate Voice of Customer insights into operational improvements • Track service failures, escalations, and recurring customer issues through resolution and continuous-improvement initiatives • Establish standardized claims and customer-care processes, service levels, escalation protocols, documentation requirements, and performance expectations • Identify operational root causes behind claims and complaints and implement corrective actions • Drive automation and technology opportunities for claims intake, assignment, communication, documentation, resolution, recovery, and reporting • Lead cross-functional continuous-improvement initiatives • Identify revenue leakage, unnecessary expense, productivity gaps, and financial recovery opportunities • Use data and analytics to identify trends, prioritize opportunities, and measure corrective-action effectiveness • Present performance trends, risks, financial impacts, and strategic recommendations to senior leadership • Liaise between senior leadership, field operations, functional teams, and client-facing organizations

🎯 Requirements

• 7+ years of relevant experience in operations, logistics, Last Mile, customer experience, quality, claims, continuous improvement, or related functions • 3+ years of leadership experience with responsibility for teams, programs, or cross-functional initiatives • Demonstrated experience improving operational performance across multiple locations or business units • Strong understanding of operational KPIs, customer service metrics, financial performance, and process improvement • Bachelor’s degree in Supply Chain or Logistics is preferred • Availability to occasionally travel between branches, regions, and corporate headquarters • 10 years of progressive transportation management experience is preferred

🏖️ Benefits

• Competitive pay • Paid time off, including up to 8 holidays, up to 2 floating Diversity Days, up to 15 days PTO for salaried employees, up to 40 hours bereavement leave, up to 16 hours volunteer time, jury duty, at least 2 weeks family bonding leave, and up to 40 hours prenatal care leave • 401(k) retirement plan with up to 5% company match • Health, prescription, dental, vision, basic and supplemental life, short- and long-term disability, accidental death and personal loss, business travel, legal services, ID theft, accident, critical illness, and hospital indemnity insurance • Employee Assistance Program (EAP) • Tuition reimbursement • Adoption assistance • Health Savings Account • Health Care Flexible Spending Account • Dependent Care Flexible Spending Account • Commuter Spending Account • Health Reimbursement Arrangement