Director, Customer Care

About the role

As a Director, Customer Care at RXO, you will provide strategic leadership and operational oversight for customer care teams supporting our customers, carriers, and business partners. You will lead and develop a high-performing team, manage workflow and resource allocation, and enhance customer satisfaction and operational efficiency.

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.

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.

Qualifications

• 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.

Benefits

Massive Benefits
Competitive pay
Health, dental and vision insurance
401(k) with company match
Life insurance, disability
Employee Assistance Program (EAP)
Paid time off
Tuition reimbursement program

Schedule

24/7 operation

Skills

• Customer service
• Operations management
• Team leadership
• Service management
• Performance analysis
• Workforce planning
• Process improvement
• CRM and case management
• Business intelligence

Benefits

• Health, dental, and vision insurance
• 401(k) retirement plan with up to 5% company match
• Pre-tax accounts to help streamline eligible expenses
• Company-paid disability and life insurance
• Employee Assistance Program (EAP)
• Paid time off, company holidays, and volunteer days
• Tuition reimbursement program