Director, Ops Support (Quality and Customer Care)

RXO, Inc. • USNJ-Remote (1654), NC

8d • $140,000 - $150,000

About The Position

As a Director, Operations Support, Quality & Customer Care at RXO, you will provide strategic leadership across operational performance, quality, customer experience, claims management, process improvement, and financial performance within the Last Mile network. The Director will be responsible for identifying performance gaps across the network, developing scalable solutions, and driving accountability from root cause through sustainable corrective action.

Requirements

• 7+ years of relevant experience in operations, logistics, Last Mile, customer experience, quality, claims, continuous improvement, or related functions.
• 3+ years of leadership experience with responsibility for teams, programs, or cross-functional initiatives.
• Demonstrated experience improving operational performance across multiple locations or business units.
• Strong understanding of operational KPIs, customer service metrics, financial performance, and process improvement.

Nice To Haves

• Bachelor’s degree in Supply Chain or Logistics
• Availability to occasionally travel between branches, regions, and corporate headquarters
• 10 years of progressive transportation management experience

Responsibilities

• Partner closely with Operations, Client Solutions, Finance, Claims, Customer Care, Fleet, Carrier Management, Technology, and Analytics to establish standardized operating practices, improve service execution, reduce operational and financial risk, and strengthen customer experience.
• Provide leadership and governance for Ops Support, Claims and Customer Center/Customer Care Operations, ensuring customer issues are resolved quickly, consistently, and with appropriate financial controls.
• Provide direct leadership and accountability for Senior Managers, and Operations Support Managers across the organization.
• Establish clear goals, performance expectations, and priorities across all levels of the team.
• Establish and drive standardized operating processes across warehouse and product flow, workforce scheduling, routing, route monitoring, facility operations, staffing structure, carrier management, and organizational design.
• Partner with field leadership to address operational gaps and provide direct support during performance challenges, new site openings, implementations, and major operational changes.
• Partner with Client Solutions and Operations leadership to identify customer experience trends and translate Voice of Customer insights into operational improvements.
• Ensure service failures, escalations, and recurring customer issues are tracked through resolution and incorporated into continuous-improvement initiatives.
• Establish standardized claims and customer-care processes, service levels, escalation protocols, documentation requirements, and performance expectations.
• Partner with Operations and Customer Care teams to identify the operational root causes behind claims and customer complaints and implement corrective actions that reduce recurrence.
• Drive automation and technology opportunities that improve claims intake, assignment, communication, documentation, resolution, recovery, and reporting.
• Lead cross-functional continuous-improvement initiatives across Operations, Claims, Customer Care, Billing, Fleet, Compliance, and Carrier Management.
• Identify revenue leakage, unnecessary expense, productivity gaps, and financial recovery opportunities.
• Use data and analytics to identify trends, prioritize opportunities, and measure the effectiveness of corrective actions.
• Present performance trends, risks, financial impacts, and strategic recommendations to senior leadership.
• Act as a liaison between senior leadership, field operations, functional teams, and client-facing organizations.

Benefits

• Competitive pay
• Paid time off includes: up to 8 holidays, up to 2 floating Diversity Days, Hourly: Earn up to 13 days PTO/ Salary: Earn up to 15 days PTO, up to 40 hours bereavement leave, up to 16 hours volunteer time, jury duty, at least 2 weeks family bonding leave, up to 40 hours prenatal care leave
• 401(k) retirement plan with up to 5% company match
• Insurance: health, prescription, dental, vision, basic and supplemental life, short and long-term disability, accidental death and personal loss, business travel, legal services, ID theft, accident, critical illness, hospital indemnity
• Employee Assistance Program (EAP)
• Tuition reimbursement
• Adoption assistance
• Tax-Advantaged Accounts: Health Savings Account, Health Care Flexible Spending Account, Dependent Care Flexible Spending Account, Commuter Spending Account
• Health Reimbursement Arrangement

What This Job Offers

• Job Type: Full-time
• Career Level: Director