CX Operations Manager: Salesforce & Process Optimization

Saia Inc.; Johns Creek (GA); On-site; USD 70,000 - 100,000; Full time

Job summary

Saia Inc. is seeking a Customer Experience Program Manager to lead跨-department initiatives that improve service delivery and customer interactions.

You will translate feedback and operational data into practical improvements, collaborating with IT, Operations, Sales, Quality, Billing, and more to enable a consistent customer journey. The role requires a strong background in customer operations, logistics experience, and hands-on Salesforce Service Cloud expertise to drive measurable improvements

Qualifications

• Bachelor's degree required in a related field.
• 5+ years of experience in customer experience or customer operations with team supervision.
• Experience in transportation or logistics a plus.
• Experience with Salesforce Service Cloud in a decentralized environment and VOC tools.

Responsibilities

• Oversees the business processes supporting the Salesforce Service Cloud implementation, including gathering requirements and designing workflows.
• Coordinates enhancements and ongoing business support for customer experience platforms to improve how interactions are captured and analyzed.
• Leads improvement initiatives to address service gaps and streamline processes in the customer journey.
• Coordinates enhancements to onboarding practices to provide a consistent experience across channels.
• Translates customer feedback and data into actionable insights to guide priorities and measure results.
• Coordinates requirements, deliverables, and implementation activities with multiple stakeholder groups.
• Manages assigned employees by setting performance expectations, coaching, and supporting development.

Skills

Customer experience leadership

Cross-functional collaboration

Process improvement

VOC tools

Data analysis

Education

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

Tools

Salesforce Service Cloud

Job description

Saia Inc. is seeking a Customer Experience Program Manager to lead跨-department initiatives that improve service delivery and customer interactions.

You will translate feedback and operational data into practical improvements, collaborating with IT, Operations, Sales, Quality, Billing, and more to enable a consistent customer journey. The role requires a strong background in customer operations, logistics experience, and hands-on Salesforce Service Cloud expertise to drive measurable improvements