Customer Care Operations Leader – Last Mile

RXO, Inc.; Marietta (GA); On-site; USD 70,000 - 110,000; Full time

Benefits offered by this job

Medical, dental, vision

401(k) with match

Life insurance

Employee Assistance Program

Paid time off

Development programs

Job summary

RXO, Inc. is seeking a Customer Care Manager for a Dedicated Client to lead a multi-functional support team in Last Mile operations.

You will oversee inbound customer support, escalations, route monitoring, and support processes to drive service performance and customer satisfaction. You will develop leaders, optimize processes, and collaborate with field operations, venders, and internal partners to deliver strong results.

Qualifications

• Bachelor’s degree or equivalent experience.
• 5+ years in contact center/customer care operations.
• 3+ years people leadership experience leading supervisors or managers.
• Experience in logistics, last mile, transportation, or service operations preferred.
• Strong background in escalation management, KPI ownership, and process improvement.
• Advanced Excel and data analysis skills preferred.
• Experience working with contact center platforms, CRM systems, and reporting tools preferred.

Responsibilities

• Lead daily Customer Care operations for inbound support, escalations, route monitoring, and exception management.
• Drive KPIs including Service Level, ASA, AHT, ACW, CSAT, and productivity.
• Monitor volume trends, staffing needs, service risks, and performance to ensure coverage and execution.
• Ensure adherence to SOPs and service commitments while driving consistency across functions.
• Oversee resolution of escalated customer concerns and partner with field ops to drive recoveries.
• Own escalation containment strategies and root-cause analysis to reduce repeat issues.
• Lead teams supporting Route Monitoring, Exception Report Management, Geocoding, OCC/Support emails, delivery exceptions, and nightly routing.
• Lead, coach, and develop supervisors and specialists; conduct performance reviews; manage performance concerns and succession planning.
• Analyze trends and identify risks across KPIs, escalations, and defects; implement action plans to improve performance.
• Lead process improvement initiatives focused on efficiency, customer experience, and cost reduction.
• Use reporting and data insights to drive business decisions and operational improvements.
• Provide regular updates to senior leadership on performance, risks, and trends; present KPIs and improvement opportunities.

Skills

Leadership

KPI ownership

Escalation management

Data analysis

Excel proficiency

CRM & reporting tools

Logistics/Last mile ops

Education

Bachelor's degree or equivalent

Tools

CRM systems

Reporting tools

Job description

RXO, Inc. is seeking a Customer Care Manager for a Dedicated Client to lead a multi-functional support team in Last Mile operations.

You will oversee inbound customer support, escalations, route monitoring, and support processes to drive service performance and customer satisfaction. You will develop leaders, optimize processes, and collaborate with field operations, venders, and internal partners to deliver strong results.