Manager, Customer Care

Key Responsibilities

• Operational Leadership & Service Delivery
• Lead daily operations for Customer Care support functions, including inbound customer support, escalations, route monitoring, and exception management.
• Drive performance against KPIs including Service Level, ASA, AHT, ACW, CSAT, and productivity expectations.
• Monitor daily volume trends, staffing needs, service risks, and operational performance to ensure coverage and execution.
• Ensure adherence to SOPs and service commitments while driving consistency across all team functions.
• Escalation & Customer Issue Management
• Oversee resolution of escalated customer concerns, including supervisor escalations and high-impact customer issues.
• Partner with field operations, dispatch, and support teams to drive timely recoveries and resolution.
• Own escalation containment strategies and root cause analysis to reduce repeat issues and executive-level escalations.
• Ensure proper handling and prioritization of urgent service recovery situations, including fall-offs, late starts, and missed deliveries.
• Support Operations Oversight
• Lead teams supporting: Route MonitoringException Report Management Geocoding supportOCC/Support email managementDelivery exception handlingNightly routing support processes
• Ensure timely updates, issue ownership, and closed-loop communication across support workflows.
• People Leadership & Development
• Lead, coach, and develop supervisors and specialists to improve engagement, accountability, and performance.
• Conduct regular coaching, performance reviews, and development planning.
• Manage performance concerns using a will vs. skill approach and appropriate action planning.
• Support succession planning and team capability growth.
• Performance Management & Continuous Improvement
• Analyze trends and identify risks across KPIs, escalations, and operational defects.
• Develop and execute action plans to improve service performance and reduce defects.
• Lead process improvement initiatives focused on efficiency, customer experience, and cost reduction.
• Use reporting and data insights to drive business decisions and operational improvements.
• Reporting & Leadership Communication
• Provide regular updates to senior leadership on performance, risks, escalation themes, and action plans.
• Present KPI results, operational trends, and improvement opportunities in leadership forums.
• Translate data into clear business narratives and recommendations.

Qualifications

• Bachelor’s degree preferred or equivalent experience.
• 5+ years in contact center/customer care operations.
• 3+ years people leadership experience leading supervisors or managers.
• Experience in logistics, last mile, transportation, or service operations preferred.
• Strong background in escalation management, KPI ownership, and process improvement.
• Advanced Excel and data analysis skills preferred.
• Experience working with contact center platforms, CRM systems, and reporting tools preferred.
• Core Competencies
• Operational Leadership
• Escalation Management
• Customer Recovery & Resolution
• People Development
• Continuous Improvement
• Data & Performance Management
• Cross-Functional Influence
• Accountability & Execution
• Strategic Problem Solving
• Does this sound like you? Check out what else RXO has to offer.
• Why Join Us
• Our Benefits
• Comprehensive medical, dental, and vision plans
• 401(k) retirement plan with up to 5% company match
• Pre-tax accounts to help streamline eligible expenses
• Company-paid disability and life insurance
• Employee Assistance Program (EAP)
• Career and Leadership Development Programs
• Paid time off, company holidays, and volunteer days
• Our Culture
• Our values are the key to our unique culture and our ability to deliver for everyone we serve.
• We do great things when we are inclusive and work together. To perform with excellence, we learn from one another, value diverse perspectives, operate safely and build strong relationships.
• The Next Step Ready to join our team? We'd love to hear from you. Fill out an application now and join our talent community to learn about future opportunities. We are proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. All applicants who receive a conditional offer of employment may be required to take and pass a pre-employment drug test. The above statements are not an exhaustive list of all required responsibilities, duties, and skills for this job classification. Review RXO's candidate privacy statement here and RXO's Privacy Notice to California Job Applicants here.

Core Competencies