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RXO, Inc.
RXO, Inc.
5,001 – 10,000 Employees
LogisticsSaaSTransport
RXO, Inc. is a technology-driven logistics and transportation company that helps businesses move freight across truckload, less-than-truckload, intermodal, drayage, ocean, air, and last-mile networks. Its RXO Connect™ and RXO Drive™ platforms combine digital tools, machine learning, and AI with a broad carrier network to support capacity management, managed transportation, freight forwarding, and carrier services. With a large marketplace of independent carriers, RXO serves B2B customers through a blend of software-enabled logistics capabilities and traditional transportation operations, with a focus on shipment visibility, operating efficiency, and flexible capacity.
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Director of Operations Support, Quality and Customer Care - RXO Remote

Lead quality, claims, customer care, and operational performance across RXO’s Last Mile transportation network. Drive standardized processes, corrective action, continuous improvement, and financial results.

USUnited StatesNJNew JerseyNCNorth CarolinaPAPennsylvania
$140,000 – $150,000 / year
RemoteFull-timeLeadEnglish RequiredCustomer Support

Description

  • Set strategic direction for operational performance, quality, customer experience, claims, process improvement, and financial outcomes across the Last Mile network
  • Diagnose network performance gaps, develop scalable solutions, and maintain accountability from root-cause analysis through lasting corrective action
  • Collaborate with Operations, Client Solutions, Finance, Claims, Customer Care, Fleet, Carrier Management, Technology, and Analytics to standardize operations and strengthen service delivery
  • Oversee governance for Ops Support, Claims, and Customer Center/Customer Care Operations
  • Lead and hold Senior Managers and Operations Support Managers accountable for results
  • Define team goals, performance standards, and operating priorities
  • Standardize processes covering warehouse and product flow, workforce planning, routing, route monitoring, facilities, staffing, carrier management, and organizational design
  • Support field leaders through performance issues, site launches, implementations, and significant operational changes
  • Convert Voice of Customer findings into measurable operational improvements
  • Monitor service failures, escalations, and recurring customer issues through resolution and continuous-improvement programs
  • Create consistent claims and customer-care procedures, service levels, escalation paths, documentation standards, and performance expectations
  • Determine the operational causes of claims and complaints and implement corrective measures
  • Advance automation and technology initiatives for claims intake, assignment, communication, documentation, resolution, recovery, and reporting
  • Direct cross-functional continuous-improvement programs
  • Find revenue leakage, avoidable costs, productivity shortfalls, and opportunities for financial recovery
  • Apply data and analytics to detect trends, rank opportunities, and assess corrective-action results
  • Report performance trends, risks, financial effects, and strategic recommendations to senior leaders
  • Coordinate communication among executives, field operations, functional groups, and client-facing teams

Requirements

  • At least seven years of relevant experience in operations, logistics, Last Mile, customer experience, quality, claims, continuous improvement, or a related area
  • At least three years leading teams, programs, or cross-functional initiatives
  • Proven success improving operational performance across multiple locations or business units
  • Strong command of operational KPIs, customer service measures, financial performance, and process improvement
  • A bachelor’s degree in Supply Chain or Logistics is preferred
  • Willingness to travel occasionally among branches, regions, and corporate headquarters
  • Ten years of progressive transportation management experience is preferred

Benefits

  • Competitive pay
  • Paid leave, including up to 8 holidays, 2 floating Diversity Days, 15 PTO days for salaried employees, 40 hours of bereavement leave, 16 hours of volunteer time, jury duty leave, at least 2 weeks of family bonding leave, and 40 hours of prenatal care leave
  • 401(k) plan with a company match of up to 5%
  • Health, prescription, dental, vision, basic and supplemental life, short- and long-term disability, accidental death and personal loss, business travel, legal services, identity theft, accident, critical illness, and hospital indemnity insurance
  • Employee Assistance Program
  • Tuition reimbursement
  • Adoption assistance
  • Health Savings Account
  • Health Care Flexible Spending Account
  • Dependent Care Flexible Spending Account
  • Commuter Spending Account
  • Health Reimbursement Arrangement

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