[Hiring] Director, Operations Support, Quality & Customer Care @RXO, Inc.

Role Description

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.

What your day-to-day will look like:

• Partner closely with Operations, Client Solutions, Finance, Claims, Customer Care, Fleet, Carrier Management, Technology, and Analytics.
• 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.
• Ensure 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.
• Drive standardized operating processes across various operational areas.
• Partner with field leadership to address operational gaps and provide direct support during performance challenges.
• Identify customer experience trends and translate Voice of Customer insights into operational improvements.
• Track service failures, escalations, and recurring customer issues through resolution.
• Establish standardized claims and customer-care processes, service levels, escalation protocols, and performance expectations.
• Identify operational root causes behind claims and customer complaints and implement corrective actions.
• Drive automation and technology opportunities that improve claims processes.
• Lead cross-functional continuous-improvement initiatives across various departments.
• Identify revenue leakage, unnecessary expense, productivity gaps, and financial recovery opportunities.
• Use data and analytics to identify trends, prioritize opportunities, and measure 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.

Qualifications

• 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.

Requirements

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

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.