Customer Operations Lead

Summary

Join Roadie, a UPS company, and lead a high-performing Customer Operations team dedicated to ensuring the success of high-value senders. You will oversee daily operations, resolve customer inquiries, and build strong relationships. This role requires strategic thinking, exceptional leadership, and a customer-centric approach. You will collaborate with leadership to improve team performance and implement scalable processes. Data analysis and cross-functional partnerships are key to success. This position offers a competitive compensation package and numerous benefits.

Requirements

• 5+ years of experience in customer operations, customer success or a related field
• 2+ years of experience managing and developing high-performing teams
• Strong analytical skills with the ability to leverage data for decision-making and process improvements
• Strong written and verbal communication skills, able to build relationship with stakeholders at various levels
• Experience implementing technology-driven solutions to enhance customer operations
• Demonstrated ability to execute consistently with high attention to detail, accuracy, and adherence to detailed requirements
• Ability to thrive in a fast-paced, customer-focused environment, managing ambiguity with ease

Responsibilities

• Lead, develop and scale a high-performing, collaborative Customer Operations team dedicated to ensuring account success for our high value Senders
• Oversee team-specific daily customer operations, ensuring timely and effective resolution of customer inquiries and issues
• Gain a deep understanding of customer’s needs, building strong relationships and partnering effectively to exceed SLAs and support ongoing success
• Collaborate with Customer Operations leadership to identify and implement solutions that enhance team performance, efficiency and scalability (e.g., technology, process)
• Develop and implement scalable processes to enhance service quality and efficiency for targeted initiatives (e.g., XD expansion, fraud and theft mitigation, claims rates, driver efficiency)
• Partner cross-functionally to introduce technology and process enhancements that support Roadie’s growth and service excellence
• Take lead on resolving high priority escalations, complex issues and team inquiries with a sense of urgency
• Leverage data to identify trends and uncover opportunities within the team and across senders, reporting key findings and actionable insights to stakeholders
• Champion a customer-first culture, ensuring all interactions align with Roadie’s values and customer service standards

Benefits

• Competitive compensation packages
• 100% covered health insurance premiums for yourself
• 401k with company match
• Tuition and student loan repayment assistance (that’s right - Roadie will contribute directly to your existing student loans!)
• Flexible work schedule with unlimited PTO
• Monthly 3-day weekends
• Monthly WFH stipend
• Paid sabbatical leave- tenured team members are given time to rest, relax, and explore
• The technology you need to get the job done