Customer Experience & Logistics Excellence Leader

Carrier; Atlanta (GA); Híbrido; USD 96.000 - 192.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health benefits

Retirement benefits

Paid time off

Disability insurance

Life insurance

Tuition assistance

Descripción de la vacante

Carrier is seeking a Customer Experience & Operations Excellence Leader to translate delivery and fulfillment experiences into measurable cross-functional process improvements. You will drive root-cause investigations for late orders, missed shipments, and service disruptions, delivering best-in-class customer experience across the Americas.

The role involves a hybrid schedule at the Atlanta Digital Hub, three days in office and two remote per week, with focus on CAPA, SOPs, SLAs, and

Formación

• Bachelor's degree in business administration, supply chain, logistics, or engineering.
• 5+ years in logistics operations, customer experience, order fulfillment, transportation, distribution, operational excellence, process improvement, root-cause analysis, and corrective action implementation.
• 3+ years leading cross-functional process improvement and corrective action initiatives.

Responsabilidades

• Analyze delivery, fulfillment, and exception trends across distribution centers and transportation carriers to identify root causes of service failures.
• Lead cross-functional root-cause investigations for late orders, missed shipments, and recurring issues.
• Build, publish, and maintain customer experience dashboards, SLAs, and action trackers.
• Coordinate CAPA with Customer Service, SIOP, Supply Planning, and DC leadership.
• Assess customer impact of operational changes on order processing, transit, and delivery timelines.
• Establish standardized escalation pathways, communication cadences, and preventive controls.
• Coordinate warehouse activities and material flow with distribution leadership.
• Document SOPs for handling, shipping, and resolving operational exceptions.
• Monitor milestones to safeguard on-time delivery commitments.

Conocimientos

Logistics experience

Cross-functional leadership

Educación

Bachelor's degree

Herramientas

SAP

TMS

WMS

ERP systems

Descripción del empleo

Carrier is seeking a Customer Experience & Operations Excellence Leader to translate delivery and fulfillment experiences into measurable cross-functional process improvements. You will drive root-cause investigations for late orders, missed shipments, and service disruptions, delivering best-in-class customer experience across the Americas.

The role involves a hybrid schedule at the Atlanta Digital Hub, three days in office and two remote per week, with focus on CAPA, SOPs, SLAs, and