CX Operations Leader - Salesforce & Process Improvement

32 Saia Sales LLC; United States; On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Competitive compensation

Great benefits

Equal Opportunity Employer

Job summary

Saia, Inc. is seeking a seasoned professional to manage programs and technology solutions aimed at improving customer interactions and service delivery.

The role collaborates across the organization to turn feedback and data into practical improvements ensuring a consistent, efficient customer experience. The position oversees Salesforce Service Cloud implementation and leads initiatives to streamline processes, onboarding, and customer journeys, while coaching a team of professionals in a

Qualifications

• Bachelor's degree in business administration, operations management, or a related field is required.
• 5+ years of progressive experience in customer experience or customer operations, including managing or supervising a team.
• Experience in the transportation or logistics industry is preferred.
• Experience with implementation and management of Salesforce Service Cloud in a decentralized environment, VOC survey tools, and other performance analytics programs.

Responsibilities

• Oversees the Salesforce Service Cloud implementation, gathering requirements and designing workflows across terminals and corporate teams.
• Coordinates enhancements for customer experience platforms to improve how interactions are captured and evaluated.
• Leads improvement initiatives to address service gaps and streamline processes in the customer journey.
• Coordinates onboarding improvements to provide a consistent experience across channels.
• Translates feedback and data into actionable insights to guide priorities and measure results.
• Manages cross-functional collaboration with Customer Service, Operations, Sales, IT, Quality, Billing and others; supervises staff.

Skills

Customer experience

Operations management

Team supervision

Salesforce Service Cloud

VOC survey tools

Performance analytics

Education

Bachelor's degree in business administration or related field

Tools

Salesforce Service Cloud

Job description

Saia, Inc. is seeking a seasoned professional to manage programs and technology solutions aimed at improving customer interactions and service delivery.

The role collaborates across the organization to turn feedback and data into practical improvements ensuring a consistent, efficient customer experience. The position oversees Salesforce Service Cloud implementation and leads initiatives to streamline processes, onboarding, and customer journeys, while coaching a team of professionals in a