Last-Mile Customer Care Operations Leader

RXO Inc.; Marietta (GA); On-site; USD 85,000 - 125,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

401(k) with match

Pre-tax accounts

Disability & Life insurance

EAP

Job summary

RXO Inc. is seeking a Customer Care Manager for a Dedicated Client to lead a multi-functional support team within Last Mile operations.

You will oversee inbound customer support, escalations, route monitoring, and exception management to drive service performance and customer satisfaction. You will develop leaders, improve processes, and partner with field operations, dispatch, and internal partners to deliver strong results.

Qualifications

• Bachelor0s degree preferred or equivalent experience.
• 5+ years in contact center/customer care operations.
• 3+ years people leadership experience leading supervisors or managers.
• Experience in logistics, last mile, transportation, or service operations preferred.
• Strong background in escalation management, KPI ownership, and process improvement.
• Advanced Excel and data analysis skills preferred.
• Experience working with contact center platforms, CRM systems, and reporting tools preferred.

Responsibilities

• Lead daily operations for Customer Care support functions, including inbound customer support, escalations, route monitoring, and exception management.
• Drive performance against KPIs including Service Level, ASA, AHT, ACW, CSAT, and productivity expectations.
• Monitor daily volume trends, staffing needs, service risks, and operational performance to ensure coverage and execution.
• Oversee resolution of escalated customer concerns, including supervisor escalations and high-impact customer issues.
• Partner with field operations, dispatch, and support teams to drive timely recoveries and resolution.
• Own escalation containment strategies and root cause analysis to reduce repeat issues and executive-level escalations.
• Lead teams supporting: Route Monitoring, Exception Report Management, Geocoding support, OCC/Support email management, Delivery exception handling, Nightly routing support processes.
• Lead, coach, and develop supervisors and specialists to improve engagement, accountability, and performance.
• Conduct regular coaching, performance reviews, and development planning.
• Manage performance concerns using a will vs. skill approach and appropriate action planning.
• Support succession planning and team capability growth.
• Analyze trends and identify risks across KPIs, escalations, and operational defects.
• Develop and execute action plans to improve service performance and reduce defects.
• Lead process improvement initiatives focused on efficiency, customer experience, and cost reduction.
• Use reporting and data insights to drive business decisions and operational improvements.
• Provide regular updates to senior leadership on performance, risks, escalation themes, and action plans.
• Present KPI results, operational trends, and improvement opportunities in leadership forums.
• Translate data into clear business narratives and recommendations.

Skills

Escalation management

KPI ownership

Process improvement

Advanced Excel

Education

Bachelor0s degree

Tools

CRM systems

Reporting tools

Contact center platforms

Job description

RXO Inc. is seeking a Customer Care Manager for a Dedicated Client to lead a multi-functional support team within Last Mile operations.

You will oversee inbound customer support, escalations, route monitoring, and exception management to drive service performance and customer satisfaction. You will develop leaders, improve processes, and partner with field operations, dispatch, and internal partners to deliver strong results.