CX Operations Manager

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.

The CX Operations Manager will drive operational excellence initiatives that eliminate pain points, streamline workflows and improve efficiency within our key CX (Customer Experience) functions: Customer Support, Trust & Safety, Customer Operations, and Logistics & Recovery. Reporting to the Director over CX Enablement, this role develops and leads a team of Operations Specialists to build scalable processes and optimize workflows. The ideal candidate will bring an expertise in process improvement, process development and project management paired with strong leadership capabilities to guide a high-performing team.

What You’ll Do:

• Develop and implement scalable process enhancements that drive efficiency and produce measurable results

• Lead and develop a team of Operations Specialists to build and enhance processes that support key CX stakeholders

• Collaborate cross-functionally with CX leaders, Technology, Product, and Engineering, to align operational processes with organizational goals and prioritize deliverables

• Define and standardize SOPs across all CX functions to ensure consistency and efficiency

• Implement and track meaningful metrics that monitor success and drive continuous improvement

• Drive change management efforts to help teams adapt to new processes, technologies, and ways of working

• Act as a key point of contact for process improvement initiatives, from inception to completion, oversee planning and execution, and ensuring timely delivery and alignment with goals

• Monitor and report on team performance metrics, project milestones, and outcomes.

What You Bring

• 3+ years of experience in project management, change management or process improvement roles Proven experience managing a high-performing team in operations roles

• Demonstrated expertise in project management, including the ability to manage multiple priorities, deadlines and stakeholders

• Exceptional written and verbal communication skills

• Strong analytical and problem-solving abilities

• Experience working cross-functionally in a collaborative environment

• A bias for action, thriving in a fast-paced, agile environment

• Experience working in operations within customer-facing or CX-focused organizations

• Certifications in project management (e.g., PMP, Six Sigma), or process improvement methodologies are a plus

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