Senior Manager Customer Experience
FedEx
At FedEx Express, we believe that a connected world is a better world. We connect people and possibilities with our diverse portfolio of transportation, e-commerce, and business solutions. Today, our networks reach more than 220 countries and territories, linking more than 99 percent of the world’s GDP. FedEx is consistently recognized as one of the most admired brands in the world and one of the best places to work. Our people are the foundation of our success and the key to our future. At FedEx, we are as diverse as the world we serve. We leverage our diverse talents, experiences and ideas to be more responsive to customer challenges, spark creative solutions, and adapt to change. FedEx is an equal opportunity / affirmative action employer (minorities/females/disability/veterans) committed to a diverse workforce.
What can you expect as a FedEx team member?
Career Mobility and Development: When you join FedEx, you’re joining a team with possibilities that literally span the world—from opportunities for advancement and location transfer, to training and leadership programs.
Total Compensation and Benefits Package: We want to keep our employees for a long time, so we offer competitive benefits, opportunities for flexible work arrangements, and programs to support well-being.
Equal Opportunities
Our greatest asset at FedEx is our people. We are committed to building a diverse, equitable and inclusive workforce, and offer equal opportunities, fairness and respect to all regardless of who you are. We encourage you to apply even if you feel your experience does not align with all the aspects in the job description as you could be exactly who we need for this or another opportunity.
We do not tolerate discrimination or harassment based on race, color, ethnicity, national origin, religion, sex, age, genetic information, citizenship, disability, marital status, pregnancy, sexual orientation, gender identity, gender expression, veteran status or any other characteristic protected under national, state or local laws. We will reasonably accommodate team members and third parties with physical and mental disabilities.
What you will do:
Responsible for leading and optimizing customer support operations, ensuring high-quality service delivery and customer satisfaction. Oversee workforce management, quality assurance, and the development of tailored solutions, while driving continuous improvement initiatives to enhance overall customer experience.
Key Responsibilities:
Oversee and manage customer support teams to ensure consistent, high-quality service delivery.
Optimize workforce planning and resource allocation to meet customer demand and maintain service levels.
Implement and monitor quality assurance processes to maintain and enhance customer service standards.
Develop and execute strategies to improve customer satisfaction, loyalty, and retention.
Provide strategic leadership for delivering personalized and exceptional service to high-value customers.
Lead the design and implementation of tailored solutions to meet specific customer needs and business goals.
Ensure customer support teams are fully trained and equipped to handle diverse customer interactions.
Oversee the tracking and evaluation of customer support solutions, including preventive measures for recurring issues.
Build and sustain strong relationships with key customers, proactively addressing concerns to enhance their experience.
Drive ongoing improvements in customer support processes based on data analysis and customer feedback.
You will be a great fit if you:
Bachelor’s degree or equivalent, in any discipline.
A minimum of 5 years’ experience in customer service or contact center operations, along with 5–10 years of management experience leading teams and driving operational excellence.
Multilingual proficiency in English and Chinese is required; proficiency in Korean is a strong plus.
Knowledge, Skills and Abilities
Strong interpersonal skills, with the ability to build and maintain positive relationships across all levels of the organization.
Excellent written and verbal communication skills, adept at clearly conveying information and ideas to diverse audiences.
Effective planning and organizing skills, proficient in developing strategies and managing resources to achieve goals.
Proficient presentation skills, capable of delivering engaging and persuasive presentations to stakeholders.
Demonstrated leadership skills, with experience in guiding and motivating teams to achieve high performance and meet objectives.
Job Posting End Date:
2025-10-01