Extra Miler Development Program Manager, Shared Services

Riverstone Logistics•Charlotte, NC

45d•Hybrid

About The Position

The Shared Services Program Manager is responsible for executing the strategy, performance, and development of Riverstone’s Shared Services team – ensuring this function operates as a seamless extension of the business. This leader serves as the primary point of contact for Riverstone’s Shared Services partner while driving training, development, and operational excellence across Tier 1 support functions, including operations coordination and compliance (claims). The core objective is to build and scale a high-performing Shared Services organization that delivers operational excellence, strengthens compliance, and enhances customer experience – while developing team members as true Extra Milers aligned to the RLX Way.

Requirements

High school diploma required
Prior experience managing or supporting Shared Services or call-center operations required
Experience designing and implementing training programs
Strong verbal and written communication skills
Strong presentation and facilitation skills
Experience with needs assessment, content creation, and workshop facilitation
Familiarity with e-learning tools and multimedia training platforms
Strong analytical skills and ability to interpret performance data
Proficiency in Microsoft Office Suite and related tools

Nice To Haves

Bachelor’s degree preferred
Spanish language proficiency is a plus

Responsibilities

Serve as the primary point of contact for the Shared Services partner.
Maintain consistent communication and alignment with partner leadership.
Ensure Shared Services operates as an integrated extension of Riverstone.
Partner with Operations to establish and maintain SLAs, KPIs, and performance expectations.
Monitor daily and weekly performance across Shared Services functions.
Identify performance gaps and implement corrective actions.
Lead regular business reviews (WBRs/QBRs) to drive accountability and continuous improvement.
Own the training and development strategy for Shared Services team members.
Design and implement onboarding programs for new hires.
Develop role-specific training for: Operations coordination, Compliance and claims handling.
Deliver ongoing training to reinforce performance standards and improve capability.
Build and manage quality assurance (QA) frameworks across Shared Services functions.
Conduct QA reviews to ensure accuracy, compliance, and service quality.
Use QA results and operational data to identify trends and improvement opportunities.
Implement process improvements and standardized workflows.
Act as the bridge between Shared Services and internal stakeholders.
Ensure workflows align with Operations, Compliance, and leadership expectations.
Communicate changes, updates, and performance insights to relevant teams.
Reinforce Riverstone’s culture and expectations within the Shared Services team.
Ensure team members operate as true Extra Milers aligned to the RLX Way.
Support engagement initiatives that promote ownership, accountability, and team development.