Manager, Customer Experience Operations

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

Ready To Go Further?

Saia is a different kind of logistics and transportation company. We do things the right way. You‘ll see it in our commitment to our people, customers, and community. You‘ll feel it in the support you get on day one – from leadership and from your team. A job with Saia is packed with opportunity – from learning new skills and advancing to competitive compensation and great benefits. It's all here and it’s exactly what going further is all about.

Position Summary

Manages programs, processes, and technology solutions designed to improve customer interactions and service delivery. Collaborates across the organization to turn customer feedback and operational data into practical improvements that support a consistent, efficient customer experience.

Major Tasks and Responsibilities

• Oversees the business processes supporting the Salesforce Service Cloud implementation, including gathering operational requirements, designing consistent workflows, and coordinating solutions across terminal and corporate stakeholders.
• Coordinates enhancements and ongoing business support for customer experience platforms to improve how customer interactions are captured, supported, and evaluated.
• Leads defined improvement initiatives that address service gaps, streamline operational processes, and reduce friction at assigned points in the customer journey.
• Coordinates enhancements to customer onboarding practices to provide a consistent experience across channels and improve the transition into ongoing service.
• Translates customer feedback, interaction trends, and operational data into actionable insights that guide improvement priorities, identify training opportunities, and measure results.
• Coordinates requirements, deliverables, and implementation activities with Customer Service, Operations, Sales, Information Technology, Quality, Claims, Billing, and other stakeholder groups.
• Manages assigned employees by establishing performance expectations, providing coaching and feedback, evaluating performance, and supporting professional development.

Preferred 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.

Work Conditions and Physical Demands

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to remain in a stationary position for extended periods while working at a computer or desk.
• Frequent use of hands and fingers for typing, handling documents, and operating office equipment.
• Occasional lifting/carrying of office materials/boxes up to 25 lbs.
• Adequate vision and hearing (with or without correction) to read, prepare, and communicate information.
• Occasional movement, bending, and reaching as needed to perform office tasks or attend meetings.
• Some travel may be required, including overnight travel.

Benefits

At Saia, your success is our success! That’s why we work hard to provide you with what you need to build an awesome career. We are committed to rewarding superior employee performance so that when you work hard, your achievements won’t go unnoticed.

Make Your Move

At Saia, our people are the reason we've been successful for over a century in the industry. Together, we've created a positive culture that’s driven by our core values – like dignity and respect, a customer-first approach, safety and more. With hundreds of terminals across the country and growing, we’re always looking for more collaborative and motivated individuals to join our team. So, if you’re ready to put your career on a solid path, let’s go further.

Saia is an Equal Opportunity Employer and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.