Senior Manager – Customer Experience

About the role

FedEx is seeking a Senior Manager to lead the end‑to‑end operations of the US Shipper customer support function. You will shape the strategy for customer experience, drive operational excellence and ensure the team delivers high‑quality service across all calling channels.

Key responsibilities

• Define and execute the overall customer‑experience strategy, focusing on scalability and operational excellence.
• Own program‑level metrics such as CSAT, NPS, QA, AHT, productivity and SLA adherence.
• Build, mentor and lead a team of managers and team leads, fostering a high‑performance, customer‑centric culture.
• Partner with Global Ops, Product, Training, Quality and Workforce Management to drive continuous improvement.
• Oversee hiring plans, workforce strategy and capability building to support rapid growth.
• Analyze performance trends, identify root causes and implement data‑driven solutions.
• Govern escalations and critical issues, ensuring timely resolution.
• Lead transformation, automation and innovation initiatives to enhance efficiency and experience.

Required profile

• Proven experience leading large customer‑support or contact‑center operations.
• Strong track record of delivering measurable improvements in CSAT, NPS and operational KPIs.
• Demonstrated ability to build and develop high‑performing teams.
• Excellent stakeholder management and cross‑functional collaboration skills.
• Data‑oriented mindset with experience using analytics to drive decisions.
• Experience managing hiring, workforce planning and scaling operations.

Required skills

What we offer

• Opportunity to shape customer experience for a global logistics leader.
• Dynamic, innovative culture with focus on growth and continuous improvement.
• Competitive benefits and career development pathways.