Posted 21 days ago
Senior Manager Customer Experience
FedEx Express
Requirements
Extensive experience leading large-scale voice-based customer support, Proven track record managing multi-layer teams, Expertise in CSAT, NPS, and SLA metrics, Strong data-driven decision-making skills, Experience in workforce planning and large-scale hiring, Ability to work permanent night shifts
Skills
Stakeholder Management
About the role
Responsibilities
- 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
- Own and deliver on key business metrics including CSAT, NPS, QA, AHT, productivity, and SLA adherence
- Build, mentor, and lead a multi-layer team of managers and team leads to foster a high-performance culture
- Partner with cross-functional stakeholders in Global Ops, Product, Training, and Workforce Management to drive process optimization
- Oversee hiring plans, workforce strategy, and capability building to support business growth
- Drive data-led decision-making by analyzing performance trends and implementing long-term solutions
- Lead transformation initiatives, automation opportunities, and innovation programs to enhance efficiency
Requirements
- Extensive experience leading large-scale, voice-based customer support operations, preferably for US or global markets
- Proven track record of managing multi-layer teams, including managers and team leads
- Deep expertise in managing key performance metrics such as CSAT, NPS, SLA, and operational efficiency
- Strong data-driven decision-making skills with the ability to translate complex datasets into actionable strategies
- Experience in workforce planning, large-scale hiring, and managing rapid business ramp-ups
- Ability to work permanent night shifts
- Strong leadership, communication, and stakeholder management skills
Benefits
- Career mobility and development opportunities spanning global locations and leadership programs
- Competitive total compensation and benefits package
- Programs designed to support employee well-being and flexible work arrangements
About the Company
FedEx Express is the world’s largest express transportation company, providing fast and reliable delivery to more than 220 countries and territories using a global air and ground network.
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FedEx Express · Gurugram
