Director, Ops Support – Quality and Customer Care

RXO, Inc.

. Provide strategic leadership across operational performance, quality, customer experience, claims management, process improvement, and financial performance within the Last Mile network .

Posted 10/7/2026full-timeRemote • United StatesLead💰 $140,000 - $150,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in operational performance, quality management, and customer experience within the Last Mile network, with a strong focus on process improvement and financial performance. Proven ability to lead cross-functional teams, implement scalable solutions, and drive accountability through data-driven decision-making.

Highest-signal resume keywords

Operational Performance ImprovementLeadership ExperienceData Analytics ProficiencyClaims Management ExpertiseProcess Improvement Methodologies

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Operational KPIsCustomer Service MetricsFinancial Performance AnalysisProcess ImprovementLogistics ManagementClaims ProcessingContinuous ImprovementData-Driven Decision MakingRoot Cause AnalysisPerformance Tracking

Soft Skills

Strategic LeadershipCross-Functional CollaborationAccountabilityCommunicationProblem Solving

Industry Keywords

Last Mile LogisticsSupply Chain ManagementTransportation ManagementCustomer ExperienceOperational GovernanceWarehouse OperationsFleet ManagementService Level AgreementsEscalation ProtocolsPerformance Expectations

About the role

Key responsibilities & impact

Provide strategic leadership across operational performance, quality, customer experience, claims management, process improvement, and financial performance within the Last Mile network
Identify performance gaps across the network, develop scalable solutions, and drive accountability from root cause through sustainable corrective action
Partner with Operations, Client Solutions, Finance, Claims, Customer Care, Fleet, Carrier Management, Technology, and Analytics to establish standardized operating practices and improve service execution
Provide leadership and governance for Ops Support, Claims, and Customer Center/Customer Care Operations
Provide direct leadership and accountability for Senior Managers and Operations Support Managers
Establish goals, performance expectations, and priorities across the team
Drive standardized operating processes across warehouse and product flow, workforce scheduling, routing, route monitoring, facility operations, staffing, carrier management, and organizational design
Support field leadership during performance challenges, new site openings, implementations, and major operational changes
Translate Voice of Customer insights into operational improvements
Track service failures, escalations, and recurring customer issues through resolution and continuous-improvement initiatives
Establish standardized claims and customer-care processes, service levels, escalation protocols, documentation requirements, and performance expectations
Identify operational root causes behind claims and complaints and implement corrective actions
Drive automation and technology opportunities for claims intake, assignment, communication, documentation, resolution, recovery, and reporting
Lead cross-functional continuous-improvement initiatives
Identify revenue leakage, unnecessary expense, productivity gaps, and financial recovery opportunities
Use data and analytics to identify trends, prioritize opportunities, and measure corrective-action effectiveness
Present performance trends, risks, financial impacts, and strategic recommendations to senior leadership
Liaise between senior leadership, field operations, functional teams, and client-facing organizations

Requirements

What you’ll need

7+ years of relevant experience in operations, logistics, Last Mile, customer experience, quality, claims, continuous improvement, or related functions
3+ years of leadership experience with responsibility for teams, programs, or cross-functional initiatives
Demonstrated experience improving operational performance across multiple locations or business units
Strong understanding of operational KPIs, customer service metrics, financial performance, and process improvement
Bachelor’s degree in Supply Chain or Logistics is preferred
Availability to occasionally travel between branches, regions, and corporate headquarters
10 years of progressive transportation management experience is preferred

Benefits

Comp & perks

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