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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing customer experience programs and processes, with a strong focus on Salesforce Service Cloud implementation and performance analytics. Proven ability to lead teams, coordinate cross-functional solutions, and translate customer insights into actionable improvements.
Highest-signal resume keywords
Salesforce Service Cloud ImplementationCustomer Experience ManagementPerformance Analytics ProgramsTeam ManagementTransportation Industry Experience
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Program ManagementProcess ImprovementOperational Requirements GatheringWorkflow DesignCustomer Feedback AnalysisTraining IdentificationPerformance MeasurementCustomer Onboarding PracticesService Delivery EnhancementStakeholder Coordination
Soft Skills
CoachingFeedback ProvisionProfessional Development Support
Tools & Technologies
VOC Survey Tools
Industry Keywords
Transportation IndustryLogistics IndustryCustomer OperationsBusiness AdministrationOperations Management
Tech Stack
Tools & technologiesCloud
About the role
Key responsibilities & impact- Manage programs, processes, and technology solutions that improve customer interactions and service delivery
- Oversee business processes supporting the Salesforce Service Cloud implementation
- Gather operational requirements and design consistent workflows
- Coordinate solutions across terminal and corporate stakeholders
- Coordinate enhancements and ongoing business support for customer experience platforms
- Lead improvement initiatives addressing service gaps and streamlining operational processes
- Coordinate enhancements to customer onboarding practices across channels
- Translate customer feedback, interaction trends, and operational data into actionable insights
- Identify training opportunities and measure improvement results
- Coordinate requirements, deliverables, and implementation activities with Customer Service, Operations, Sales, Information Technology, Quality, Claims, Billing, and other stakeholder groups
- Manage assigned employees by establishing performance expectations, providing coaching and feedback, evaluating performance, and supporting professional development
Requirements
What you’ll need- Bachelor's degree in business administration, operations management, or a related field (preferred)
- 5+ years of progressive experience in customer experience or customer operations, including managing or supervising a team
- Experience in the transportation or logistics industry
- Experience with implementation and management of Salesforce Service Cloud in a decentralized environment
- Experience with VOC survey tools
- Experience with performance analytics programs
- Ability to remain stationary for extended periods while working at a computer or desk
- Frequent use of hands and fingers for typing, handling documents, and operating office equipment
- Occasional lifting/carrying of office materials/boxes up to 25 lbs
- Adequate vision and hearing (with or without correction)
- Occasional movement, bending, and reaching for office tasks or meetings
- Some travel may be required, including overnight travel
Benefits
Comp & perks- Competitive compensation
- Great benefits
- Professional development support
- Coaching and feedback
- Performance evaluation and career advancement opportunities