Customer Operations Lead

Roadie, a UPS Company, is a logistics management and crowdsourced delivery platform. Founded in 2014, Roadie offers businesses fast, flexible and asset-light logistics solutions for last-mile delivery. Roadie enables local delivery to more than 95% of U.S. households by providing access to more than 200,000 independent drivers nationwide – allowing businesses to offer their customers delivery optionality for almost any industry, from airlines to artisans.

Roadie’s Customer Operations team works together to build and nurture relationships with key accounts to ensure overall customer success. As a Customer Operations Lead, you will oversee a team of Customer Operations Partners who serve as dedicated points of contact overseeing the day-to-day activities for strategic accounts. The ideal candidate will be a strategic thinker with exceptional leadership skills and a strong customer-centric mindset. This role requires a hands-on approach to optimizing processes, improving service quality, and fostering a high-performing team.

What You'll Do 

• Lead, develop and scale a high-performing, collaborative Customer Operations team dedicated to ensuring account success for our high value Senders

• Oversee team-specific daily customer operations, ensuring timely and effective resolution of customer inquiries and issues

• Gain a deep understanding of customer’s needs, building strong relationships and partnering effectively to exceed SLAs and support ongoing success

• Collaborate with Customer Operations leadership to identify and implement solutions that enhance team performance, efficiency and scalability (e.g., technology, process)

• Develop and implement scalable processes to enhance service quality and efficiency for targeted initiatives (e.g., XD expansion, fraud and theft mitigation, claims rates, driver efficiency)

• Partner cross-functionally to introduce technology and process enhancements that support Roadie’s growth and service excellence

• Take lead on resolving high priority escalations, complex issues and team inquiries with a sense of urgency

• Leverage data to identify trends and uncover opportunities within the team and across senders, reporting key findings and actionable insights to stakeholders

• Champion a customer-first culture, ensuring all interactions align with Roadie’s values and customer service standards

What You Bring

• 5+ years of experience in customer operations, customer success or a related field 

• 2+ years of experience managing and developing high-performing teams

• Strong analytical skills with the ability to leverage data for decision-making and process improvements

• Strong written and verbal communication skills, able to build relationship with stakeholders at various levels

• Experience implementing technology-driven solutions to enhance customer operations

• Demonstrated ability to execute consistently with high attention to detail, accuracy, and adherence to detailed requirements

• Ability to thrive in a fast-paced, customer-focused environment, managing ambiguity with ease 

Why Roadie? 

• Competitive compensation packages 

• 100% covered health insurance premiums for yourself

• 401k with company match

• Tuition and student loan repayment assistance (that’s right - Roadie will contribute directly to your existing student loans!) 

• Flexible work schedule with unlimited PTO 

• Monthly 3-day weekends

• Monthly WFH stipend 

• Paid sabbatical leave- tenured team members are given time to rest, relax, and explore

• The technology you need to get the job done