CX Operations Manager - Drive Experience & Process

Saia Inc.; Atlanta (GA); On-site; USD 80,000 - 110,000; Full time

Job summary

Saia Inc. is seeking a Senior Manager to oversee programs and processes that enhance customer interactions and service delivery.

You will partner across departments to turn customer feedback and operational data into practical improvements that drive a consistent, efficient experience for our customers. Lead Salesforce Service Cloud initiatives, coordinate enhancements to customer onboarding, and translate trends into actionable priorities.

Qualifications

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

Responsibilities

• Oversees the business processes supporting the Salesforce Service Cloud implementation, including gathering operational requirements, designing consistent workflows, and coordinating solutions across terminal and corporate stakeholders.
• Coordinates enhancements and ongoing business support for customer experience platforms to improve how customer interactions are captured, supported, and evaluated.
• Leads defined improvement initiatives that address service gaps, streamline operational processes, and reduce friction at assigned points in the customer journey.
• Coordinates enhancements to customer onboarding practices to provide a consistent experience across channels and improve the transition into ongoing service.
• Translates customer feedback, interaction trends, and operational data into actionable insights that guide improvement priorities, identify training opportunities, and measure results.
• Coordinates requirements, deliverables, and implementation activities with Customer Service, Operations, Sales, Information Technology, Quality, Claims, Billing, and other stakeholder groups.
• Manages assigned employees by establishing performance expectations, providing coaching and feedback, evaluating performance, and supporting professional development.

Skills

Customer experience

Team leadership

Process improvement

Stakeholder collaboration

Education

Bachelor’s degree in business administration, operations management, or a related field

Tools

Salesforce Service Cloud

VOC survey tools

Analytics programs

Job description

Saia Inc. is seeking a Senior Manager to oversee programs and processes that enhance customer interactions and service delivery.

You will partner across departments to turn customer feedback and operational data into practical improvements that drive a consistent, efficient experience for our customers. Lead Salesforce Service Cloud initiatives, coordinate enhancements to customer onboarding, and translate trends into actionable priorities.