Senior Manager, Customer Care

Roadrunner Transportation Services•Downers Grove, IL

7h•$70,000 - $75,000•Remote

About The Position

We are seeking a strategic and results-driven Manager/Senior Manager of Customer Service to lead the customer experience function in our Less-Than-Truckload (LTL) transportation business. This executive-level leader will set the vision for customer service, align service delivery with enterprise strategy, and drive transformation through technology, analytics, and operational excellence. The ideal candidate is a data-driven, innovative leader with proven experience building scalable service organizations, elevating customer satisfaction, and influencing business outcomes at the executive level.

Requirements

Bachelor’s degree required; advanced degree (MBA, MS) strongly preferred.
10+ years of progressive leadership in customer service or customer operations, with at least 5 years in a Manager-level or above equivalent role.
Deep knowledge of LTL, transportation, logistics, or supply chain operations.
Proven record of executive-level influence, cross-functional leadership, and organizational transformation.
Experience in implementing and scaling customer service technology platforms.
Exceptional executive presence and interpersonal communication skills.
Strong analytical and financial acumen with a data-driven management style.
Strategic thinker with the ability to translate vision into execution and measurable results.
Inspirational leadership with a passion for building high-performance teams.

Responsibilities

Strategic Leadership & Vision Define and execute a customer service strategy that supports the company’s growth, profitability, and service excellence goals.
Serve as a member of the leadership team, providing insight and guidance on customer impact across all business decisions.
Champion a customer-first culture throughout the organization, ensuring service is a competitive differentiator in the LTL marketplace.
Organizational Leadership Build, lead, and mentor a high-performing management team and broader customer service workforce.
Establish a performance-driven culture with accountability, continuous improvement, and leadership development.
Create scalable structures, processes, and training programs to support growth and operational efficiency.
Technology & Innovation Lead the adoption of modern customer service technologies, including CRM, self-service platforms, and automation.
Partner with IT and Operations to digitize workflows and create a seamless customer experience.
Drive innovation by leveraging data analytics and emerging tools to optimize efficiency and service delivery.
Customer Advocacy & Executive Partnership Serve as the executive sponsor for key customer accounts, resolving critical issues and building long-term relationships.
Partner closely with Sales, Operations, and Finance to ensure service excellence supports revenue growth and cost efficiency.
Represent the voice of the customer at the executive table, driving improvements in service design, operations, and overall customer satisfaction.
Data-Driven Performance Management Define and manage KPIs such as service levels, NPS, resolution rates, and customer retention metrics.
Deliver executive reporting and insights to the C-suite, linking service performance directly to business outcomes.
Use data-driven frameworks to identify root causes, forecast trends, and execute corrective strategies.