Director, Operations Excellence & Customer Experience

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

Benefits offered by this job

401(k) match

Health insurance

PTO & holidays

Tuition reimbursement

Employee Assistance Program (EAP)

Adoption assistance

Commuter spending account

Job summary

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

You will identify performance gaps, drive scalable solutions, and ensure accountability from root cause through sustainable corrective action across multiple locations and teams.

Qualifications

• 7+ years in operations, logistics, Last Mile, customer experience, quality, claims, or related fields.
• 3+ years of leadership experience over teams or programs.
• Experience improving performance across multiple locations or business units.
• Strong understanding of KPIs, customer metrics, financial performance, and process improvement.

Responsibilities

• Partner with Operations, Client Solutions, Finance, Claims, Customer Care, Fleet, Carrier Management, Technology, and Analytics to standardize practices.
• Provide leadership for Ops Support, Claims and Customer Care Operations; ensure issues resolved quickly with financial controls.
• Establish goals, performance expectations, and priorities across all levels.
• Drive standard operating processes across warehouse, product flow, scheduling, routing, and staffing.

Skills

Leadership

Operations management

Analytics

Cross-functional collaboration

Process improvement

Financial acumen

Education

Bachelor's degree in Supply Chain or Logistics

Job description

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

You will identify performance gaps, drive scalable solutions, and ensure accountability from root cause through sustainable corrective action across multiple locations and teams.