Director, Customer Care

RXO, Inc.•Marietta, GA

4d•Onsite

About The Position

RXO is a leading provider of transportation solutions. With cutting-edge technology at the center, we're revolutionizing the industry with our massive network and commitment to finding solutions for every challenge. We create more efficient ways for shippers and carriers to transport goods across North America. At RXO, we're constantly looking for talented professionals who can deliver exceptional service and create outstanding customer experiences. As a Director, Customer Care, you will provide strategic leadership and operational oversight for customer care teams supporting our customers, carriers, and business partners. In this role, you will be responsible for driving service excellence, developing high-performing teams, enhancing customer satisfaction, and ensuring operational efficiency across a fast-paced, customer-centric environment. You'll partner closely with Operations, Sales, Technology, and Executive Leadership to deliver consistent service experiences while supporting business growth and continuous improvement initiatives. Become a part of our fast-growing, dynamic team and we'll give you the tools to build a rewarding career.

Requirements

Bachelor's degree or equivalent related work or military experience.
7+ years of customer service, customer care, operations, supply chain, or logistics leadership experience.
3+ years of people leadership experience managing high-performing teams.
Experience managing service levels, operational performance metrics, and customer escalations.
Strong analytical and problem-solving skills with the ability to leverage data to drive business decisions.
Excellent communication, interpersonal, and relationship-building skills.
Proven ability to lead cross-functional initiatives and drive operational improvements.
Proficiency with Microsoft Office applications, including Excel, PowerPoint, and Outlook.

Nice To Haves

Experience within transportation, logistics, supply chain, or freight operations.
Experience leading customer care, contact center, customer success, or service operations teams in a 24/7 environment.
Knowledge of customer service performance metrics, workforce planning, and service management best practices.
Experience with CRM, case management, reporting, and business intelligence platforms.
Demonstrated success implementing process improvements, automation initiatives, and operational efficiency programs.
Experience managing customer-facing teams supporting enterprise-level customers.

Responsibilities

Lead and develop a high-performing Customer Care team by establishing clear expectations, coaching employees, and promoting a culture of accountability and engagement.
Oversee workflow management, resource allocation, and service performance to ensure customer commitments are met and operational goals are achieved.
Utilize service management KPIs and operational metrics to monitor performance, balance workloads, and drive continuous improvement initiatives.
Support the development and execution of service management processes that improve customer satisfaction, responsiveness, and overall service quality.
Build and maintain strong customer and vendor relationships, serving as a key escalation point and participating in customer meetings and onsite visits as needed.
Analyze operational performance trends and identify opportunities for process improvements, training initiatives, and system enhancements.
Manage workforce planning and staffing for a 24/7 operation, ensuring appropriate coverage during peak business periods, holidays, and customer month-end and quarter-end close activities.
Partner with cross-functional teams to support business objectives, operational excellence, and customer growth opportunities.