Director of Ops Support, Quality & Customer Experience

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

Benefits offered by this job

Competitive pay

401(k) with company match

Health insurance

Job summary

RXO Inc. is seeking a Director, Operations Support, Quality & Customer Care to lead strategic initiatives across 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 through sustainable action across multiple locations. Strong leadership and data-driven decision making are essential.

Qualifications

• 7+ years of relevant experience in operations, logistics, Last Mile, customer experience, quality, claims, continuous improvement, or related functions.
• 3+ years of leadership experience with responsibility for teams, programs, or cross-functional initiatives.
• Demonstrated experience 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 establish standardized operating practices and improve service execution.
• Provide leadership for Ops Support, Claims, and Customer Care Operations, ensuring issues are resolved quickly and with financial controls.
• Lead Senior Managers and Operations Support Managers across the organization.
• Establish goals, performance expectations, and priorities for all team levels.
• Drive standardized operating processes across warehouse, routing, scheduling, staffing, and organizational design.
• Collaborate with field leadership to address gaps and support during openings, implementations, and changes.
• Translate Voice of Customer insights into operational improvements and trends.
• Ensure claims and customer-care processes, service levels, and escalation protocols are defined and followed.
• Identify root causes of claims and customer complaints and implement corrective actions to reduce recurrence.
• Drive automation and technology opportunities for claims intake, assignment, and reporting.
• Lead cross-functional continuous-improvement initiatives across multiple functions.

Skills

Operations leadership

Last Mile operations

Quality management

Customer experience

Claims management

Process improvement

Financial performance

Data analytics

Education

Bachelor's degree in Supply Chain or Logistics

Job description

RXO Inc. is seeking a Director, Operations Support, Quality & Customer Care to lead strategic initiatives across 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 through sustainable action across multiple locations. Strong leadership and data-driven decision making are essential.