CX Operations & Process Leader

Saia Inc.; Johns Creek (GA); On-site; USD 100,000 - 150,000; Full time

Job summary

Saia, Inc. is seeking a dynamic professional to manage programs and technology solutions that enhance customer interactions and service delivery.

You will collaborate across departments to turn customer feedback and operational data into practical improvements that support a consistent, efficient customer experience. The role focuses on leading Salesforce Service Cloud initiatives, coordinating across Customer Service, Operations and IT to drive measurable gains in customer satisfaction and

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 business processes supporting Salesforce Service Cloud implementation and designs workflows across stakeholders.
• Coordinates enhancements and ongoing business support for customer experience platforms to improve capture, support and evaluation of interactions.
• Leads improvement initiatives addressing service gaps and streamlining processes across the customer journey.
• Coordinates onboarding enhancements to provide a consistent experience across channels.
• Translates feedback and data into actionable insights to guide improvements and measure results.
• Coordinates requirements, deliverables, and implementation activities with multiple departments.
• Manages assigned employees, sets performance expectations, and supports development.

Skills

Team leadership

Customer experience

Process improvement

Data-driven decision making

Stakeholder management

Education

Bachelor's degree in business administration/related field

Tools

Salesforce Service Cloud

VOC survey tools

Analytics platforms

Job description

Saia, Inc. is seeking a dynamic professional to manage programs and technology solutions that enhance customer interactions and service delivery.

You will collaborate across departments to turn customer feedback and operational data into practical improvements that support a consistent, efficient customer experience. The role focuses on leading Salesforce Service Cloud initiatives, coordinating across Customer Service, Operations and IT to drive measurable gains in customer satisfaction and