Senior Manager, Last Mile Customer Accounts

RXO Inc.; Edison (NJ); On-site; USD 110,000 - 160,000; Full time

Benefits offered by this job

Medical, dental, vision plans

401(k) retirement plan with company 5%

Pre‑tax accounts

Disability and life insurance

Employee Assistance Program (EAP)

Career and Leadership Development

Job summary

RXO Inc. in Edison, NJ is seeking a Senior Manager, Customer Accounts to lead a team of managers, analysts and specialists, ensuring quality of service, retention and growth of key RXO Last Mile clients.

You will partner with Business Development, Client Solutions, Operations and IT to manage the client lifecycle from onboarding through ongoing support, with accountability for revenues over $75M annually. The role requires strong leadership, data analysis, and the ability to build action plans,

Qualifications

• 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).

Responsibilities

• 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.
• 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.

Skills

Leadership

Account management

Data analysis

Microsoft Word

Microsoft Excel

Microsoft PowerPoint

Microsoft Project

Education

Bachelor's degree in Supply Chain, Logistics or similar field

Tools

Microsoft Word

Microsoft Excel

Microsoft PowerPoint

Microsoft Project

Job description

RXO Inc. in Edison, NJ is seeking a Senior Manager, Customer Accounts to lead a team of managers, analysts and specialists, ensuring quality of service, retention and growth of key RXO Last Mile clients.

You will partner with Business Development, Client Solutions, Operations and IT to manage the client lifecycle from onboarding through ongoing support, with accountability for revenues over $75M annually. The role requires strong leadership, data analysis, and the ability to build action plans,