Manager, Customer Care

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.

Position Summary

The Customer Care Manager for a Dedicated Client is responsible for leading a multi-functional support team within Customer Care supporting Last Mile operations. This role oversees inbound customer support, escalations, exception management, route monitoring, and support functions while driving service performance, operational execution, and customer satisfaction. The manager is accountable for developing leaders and specialists, improving processes, and partnering cross-functionally with field operations, contact center vendors, and internal business partners to deliver strong results.

Key Responsibilities

Operational Leadership & Service Delivery

• Lead daily operations for Customer Care support functions, including inbound customer support, escalations, route monitoring, and exception management.
• Drive performance against KPIs including Service Level, ASA, AHT, ACW, CSAT, and productivity expectations.
• Monitor daily volume trends, staffing needs, service risks, and operational performance to ensure coverage and execution.
• Ensure adherence to SOPs and service commitments while driving consistency across all team functions.

Escalation & Customer Issue Management

• Oversee resolution of escalated customer concerns, including supervisor escalations and high-impact customer issues.
• Partner with field operations, dispatch, and support teams to drive timely recoveries and resolution.
• Own escalation containment strategies and root cause analysis to reduce repeat issues and executive-level escalations.
• Ensure proper handling and prioritization of urgent service recovery situations, including fall-offs, late starts, and missed deliveries.

Support Operations Oversight

• Lead teams supporting: Route Monitoring, Exception Report Management, Geocoding support, OCC/Support email management, Delivery exception handling, Nightly routing support processes.
• Ensure timely updates, issue ownership, and closed-loop communication across support workflows.

People Leadership & Development

• Lead, coach, and develop supervisors and specialists to improve engagement, accountability, and performance.
• Conduct regular coaching, performance reviews, and development planning.
• Manage performance concerns using a will vs. skill approach and appropriate action planning.
• Support succession planning and team capability growth.

Performance Management & Continuous Improvement

• Analyze trends and identify risks across KPIs, escalations, and operational defects.
• Develop and execute action plans to improve service performance and reduce defects.
• Lead process improvement initiatives focused on efficiency, customer experience, and cost reduction.
• Use reporting and data insights to drive business decisions and operational improvements.

Reporting & Leadership Communication

• Provide regular updates to senior leadership on performance, risks, escalation themes, and action plans.
• Present KPI results, operational trends, and improvement opportunities in leadership forums.
• Translate data into clear business narratives and recommendations.

Qualifications

• Bachelor’s degree preferred or equivalent experience.
• 5+ years in contact center/customer care operations.
• 3+ years people leadership experience leading supervisors or managers.
• Experience in logistics, last mile, transportation, or service operations preferred.
• Strong background in escalation management, KPI ownership, and process improvement.
• Advanced Excel and data analysis skills preferred.
• Experience working with contact center platforms, CRM systems, and reporting tools preferred.

Core Competencies

• Operational Leadership
• Escalation Management
• Customer Recovery & Resolution
• People Development
• Continuous Improvement
• Data & Performance Management
• Cross-Functional Influence
• Accountability & Execution
• Strategic Problem Solving

Benefits

• Comprehensive medical, dental, and vision plans
• 4