Mgr-Strategic Planning

POSITION OVERVIEW:

Responsible for designing and executing innovative customer experience strategies that enhance satisfaction, loyalty, and advocacy. This role focuses on leveraging data-driven insights, optimizing customer touchpoints, and driving initiatives that deliver a seamless, personalized experience across all channels.

ESSENTIAL JOB DUTIES/RESPONSIBILITIES:

1. Provides direct leadership for initiatives supporting a unified, single view of the customer to enable personalized engagement and improved service delivery

2. Oversees projects/programs requiring coordination with marketing, operations, technology, and other corporate divisions to ensure alignment with CE objectives.

3. Facilitates communication and collaboration across internal teams and external partners to drive customer-centric outcomes

4. Implements workforce and resource planning processes to ensure optimal support for CE initiatives and service excellence

5. Drives continuous improvement and operational efficiency across customer-facing processes, leveraging best practices and emerging technologies

6. Leads CE project portfolio management, ensuring strategic initiatives are prioritized based on customer impact and business value

7. Comply with all applicable laws/regulations, as well as company policies/procedures.

8. Perform other duties as assigned

Disclaimer: This job description is general in nature and is not designed to contain or to be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to the job.

QUALIFICATIONS:

* Bachelor's Degree or equivalent in a quantitative discipline in Business Analytics, Engineering, Operations Research, Industrial Management

* Five (5) years of experience in customer experience strategy, program development, or operations management with strong project leadership skills

* Deep understanding of customer experience principles and metrics (NPS, CSAT, CES)

* Knowledge of financial planning and ROI analysis for CE initiatives

* Strong analytical skills to evaluate customer data, digital engagement trends, and operational performance

* Ability to influence stakeholders and guide decisions on CE strategies and technology adoption

* Proficiency in project management tools

* Excellent communication, leadership, and change management skills

* PMP or similar certification preferred

JOB CONDITIONS:

* Some travel required

Preferred Qualifications:

Pay Transparency:

Pay:

Additional Details:

FedEx Freight is an Equal Opportunity Employer, including disabled and veterans.

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