POSITION SUMMARY:
The Client Operations Program Manager researches, plans, leads, develops, implements and monitors standard and client specific projects and programs related to operations, quality, customer experience and various process improvement initiatives. This role provides day-to-day tactical support as well as overall program development and strategy and oversight. This role also supports strategic program development to grow assigned client(s) through collaboration with various stakeholders. The Client Operations Program Manager provides direction and interacts with various stakeholders and business partners including but not limited to Operations Support, Technology, Marketing, and team members from other FedEx operating companies.
GENERAL DUTIES AND RESPONSIBILITIES:(This is a representative list of the general duties the position may be asked to perform, and is not intended to be all-inclusive)
- Maintain, update, and communicate all client specific program documentation to Field Operations
- Develop, document and implement new program-level procedures to improve the customer experience and improve operational efficiency
- Collaborate with business partners and the assigned client(s) to design program improvements and assist in presentation of the solutions to the client
- Identify and facilitate new and ongoing training programs to Field Operations for assigned client account(s)
- Collaborate with Field Operations to ensure contractual obligations and procedures are in compliance
- Create client specific audit list and assist in conducting periodic audits to ensure program compliance
- Gather and report on compliance, service level, escalations, improvements and program changes to develop solutions as needed
- Assist in presenting challenges in meeting program compliance and in proposing alternate options
- Serve as a key contact for assigned client(s) and internal business partners on all operational aspects of the client program
- Lead internal and external cross-functional team project calls for execution of projects for key clients
- Communicate with business partners and assigned client(s) on project status, risks, opportunities, etc.
- Define project scope, goals and deliverables that support business goals in collaboration with business partners and the assigned client(s)
- Develop and document business requirements, including possible system applications
- Manage quality data and metrics collection, reporting and related activities
- Interact with and direct third-party vendors
- Provide outstanding customer service via phone and email to assigned clients and business partners
- All other duties as needed or required
MINIMUM QUALIFICATIONS AND REQUIREMENTS:- Bachelor's degree or equivalent experience
- 5 + years program management and or execution experience
- 5+ years of account management / customer service experience for large client accounts
- Proficient in Microsoft Office tools, including Word, PowerPoint, Outlook, and Excel
- Strong process orientation necessary to understand project impact on existing and emerging operational processes
- Excellent customer service, communication, and organizational skills
- Ability to quickly become accustomed to changing technologies and adapt work-in progress to changing condition and information
- Prior experience utilizing data to drive business decisions and measure results
- Prior experience in implementing complex projects in operating environments
- Some travel may be required
- Ability to quickly become accustomed to changing technologies and adapt work-in progress to changing conditions and information
ESSENTIAL FUNCTIONS:- Ability, to travel as required in order to meet with customers, vendors, other team members, and/or other business necessities
- Ability, on a consistent basis, to maintain attention and concentration for extended periods of time
- Ability, on a consistent basis, to read and interpret documents and instructions from customers, vendors, and other team members
- Ability, on a consistent basis, to communicate effectively with customers, vendors, and other team members
- Ability, on a consistent basis, to perform work activities requiring cooperation and instruction
- Ability, on a consistent basis, to function in a fast-paced environment, under substantial pressure
- Ability, on a consistent basis, to work within the appropriate level of independence
- Ability, on a consistent basis, to report regularly to work and maintain established business hours in order to support the FedEx Office business; regular attendance and/or reporting could include regular attendance at a physical location and/or maintaining established business hours depending on the scope and nature of the position
Preferred Qualifications: Pay Transparency: Pay: Additional Details: This position is remote; however, the successful candidate must reside in the Cincinnati, OH market
Quality Driven Management strives to deliver market-leading customer experience, business excellence, and financial return through a Quality-oriented culture and day-to-day application of Quality science. Suggests areas for improvement in internal processes along with possible solutions.
- Works with management to reduce company costs/wastes, and to optimize profitability in areas of responsibility.
- Applies Quality concepts presented at training during daily activities.
- Supports FedEx Office Quality initiatives.
FedEx Office is an Equal Opportunity Employer including, Vets/Disability.
- Know Your Rights
- Pay Transparency
FedEx Office will provide reasonable accommodations to qualified individuals with disabilities, including throughout the application and hiring process, if requested. Applicants who require reasonable accommodations in the application or hiring process should email
[email protected].
FedEx Office will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the San Francisco Fair Chance Ordinance, the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and the New York City Fair Chance Act. The existence of a criminal record is not an automatic or absolute bar to employment and a candidate's criminal record will be considered individually based on factors such as the relationship between the job sought and the criminal offense, the timing of the offense, the nature of the offense, and any other relevant information. If you are applying in Philadelphia, PA, you can click here to learn about Philadelphia's fair chance hiring law.
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