Reference #: P25-301647-1
POSITION OVERVIEW:Lead strategic direction, technology excellence, and continuous improvement of customer service technology platforms across the organization.
ESSENTIAL JOB DUTIES/RESPONSIBILITIES:
Lead a team to develop, plan, organize, measure, and coordinate objectives for Customer Service, IVR, and Customer Onboarding technology. Own the implementation, support, and optimization of Salesforce Service Cloud, including case management and complaint handling. Lead the development and support of IVR and voice platforms, including call routing, automation, and future conversational capabilities. Oversee Customer Onboarding technologies, including account creation, profile management, contracts, and preferences. Establish and lead end-to-end product teams responsible for both delivery and ongoing system stability. Implement and manage DevOps ways of working, including CI/CD, automated testing, and secure releases. Provide leadership and oversight of incident management, root cause analysis, and continuous service improvement. Coordinate selection and adherence to quality, security, and performance standards for customer service technologies. Provide leadership for vendors, partner, and contractor relationships supporting customer service operations. Develop plans and initiatives to improve process efficiency, automation, and cost-to-serve. Develop and coordinate project and product management activities. Provide data, analytics, and reporting to support operational and service quality improvements. Develop project plans, metrics, and performance goals for Customer Service Technology. Support key systems and tools to improve productivity and customer experience. Comply with all applicable laws/regulations, as well as company policies/procedures. Perform other duties as assigned.Disclaimer: This job description is general in nature and is not designed to contain or to be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to the job.
QUALIFICATIONS:
JOB CONDITIONS:
Preferred Qualifications:
Pay Transparency: Pay: Additional Details:FedEx Freight is an Equal Opportunity Employer, including disabled and veterans.
Know Your Rights Pay Transparency If you have a disability and you need assistance in order to apply for a position with FedEx Freight, please call 800-888-8252 or e-mail at ADAAssistance@freight.fedex.com. FedEx Freight will not discharge or in any other manner discriminate against any employee or applicant for employment because such employee or applicant has inquired about, discussed, or disclosed the compensation of the employee or applicant or another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.FedEx Freight is an Equal Opportunity Employer, including disability and protected veteran.
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