Senior Manager, Customer Accounts — Last Mile Growth Leader

RXO Inc.; Charlotte (NC); Presencial; USD 110.000 - 170.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical plan

Dental plan

Vision plan

401(k) plan

Pre‑tax accounts

Disability insurance

Life insurance

EAP

Leadership development programs

PTO & holidays

Descripción de la vacante

RXO Inc. is seeking a Senior Manager, Customer Accounts in Charlotte to lead a multi-disciplinary team and safeguard the quality, retention and growth of key clients for RXO Last Mile.

You will collaborate with Business Development, Client Solutions, Operations and IT to fulfill commitments from onboarding through the client lifecycle. This role requires strong leadership, strategic thinking and relationship management to support annual revenues exceeding $75M.

Formación

• 5 years of experience in account management or customer service in a leadership position.
• Demonstrated experience in the direct-to-home delivery market.
• Proficiency with Microsoft Office (Word, Excel, PowerPoint and Project).

Responsabilidades

• Plans and monitors customer contact center schedules and operations.
• Provides management information and productivity forecasts through the analysis of data.
• Develops, monitors and analyzes key performance indicators.
• Provides leadership to managers; may also provide leadership to supervisors and/or professional staff.
• Own the client relationship and provide organizational focus through the regular review of KPI metrics to gain momentum and ensure results.
• Work with clients, IT and field operations managers to coordinate and facilitate effective tests and startups.
• Ensure clients are proficient in using our online systems; provide training and support as needed.
• Partner with field operations managers to develop action plans to meet client strategic requests; hold operational review meetings to ensure client service requirements and expectations are being consistently achieved.
• Coordinate with field operations managers and clients to resolve conflicts in work priorities, resourcing, schedules and scope of work to be performed; document and communicate client compliance expectations and service requirements.
• Promptly respond to client strategic queries, ensure promises are kept and manage client strategic expectations; ensure resolution and follow-up on all strategic client issues in a timely manner.
• Monitor client account financial results compared to initial projections and pricing assumptions; address variances in projections and assumptions with all stakeholders as needed.
• Conduct root cause analysis and process reviews to identify preventive actions; coordinate with field operations managers on implementation of both preventive and corrective actions.

Conocimientos

Account management

Leadership

Customer service

Relationship management

Educación

Bachelor's degree in Supply Chain or Logistics

Herramientas

Microsoft Office

Descripción del empleo

RXO Inc. is seeking a Senior Manager, Customer Accounts in Charlotte to lead a multi-disciplinary team and safeguard the quality, retention and growth of key clients for RXO Last Mile.

You will collaborate with Business Development, Client Solutions, Operations and IT to fulfill commitments from onboarding through the client lifecycle. This role requires strong leadership, strategic thinking and relationship management to support annual revenues exceeding $75M.