Director of Ops Support, Quality & Customer Care

RXO, Inc.; New Jersey; On-site; USD 140,000 - 150,000; Full time

Benefits offered by this job

Competitive pay

Paid time off and holidays

401(k) retirement plan

Job summary

RXO, Inc. seeks a Director, Operations Support, Quality & Customer Care to lead strategic efforts across operational performance, quality, customer experience, claims management, and financial performance within the Last Mile network.

The role focuses on identifying performance gaps, developing scalable solutions, and driving accountability from root cause to sustainable corrective action, partnering with multiple teams to elevate service and reduce risk.

Qualifications

• 7+ years of experience in operations, logistics, Last Mile, customer experience, quality, or related functions.
• 3+ years of leadership experience overseeing teams, programs or cross-functional initiatives.
• Demonstrated track record of improving operational performance across multiple locations or business units.
• Strong understanding of operational KPIs, customer service metrics, financial performance, and process improvement.

Responsibilities

• Partner with Operations, Client Solutions, Finance, Claims, Customer Care, Fleet, Carrier Management, Technology, and Analytics to standardize operating practices and improve service delivery.
• Provide governance for Ops Support, Claims and Customer Center/Customer Care Operations to resolve issues quickly and with proper financial controls.
• Lead Senior Managers and Operations Support Managers across the organization with clear goals and priorities.
• Drive standardized processes across warehouse, product flow, scheduling, routing, and staffing.

Skills

Leadership experience

Operations management

Process improvement

Data analytics

Education

Bachelor's degree in Supply Chain or Logistics

Job description

RXO, Inc. seeks a Director, Operations Support, Quality & Customer Care to lead strategic efforts across operational performance, quality, customer experience, claims management, and financial performance within the Last Mile network.

The role focuses on identifying performance gaps, developing scalable solutions, and driving accountability from root cause to sustainable corrective action, partnering with multiple teams to elevate service and reduce risk.