Roadie

Customer Operations Team Lead

Remote

Not SpecifiedCompensation
Senior (5 to 8 years)Experience Level
Full TimeJob Type
UnknownVisa
Logistics & DeliveryIndustries

Position Overview

  • Location Type: Remote
  • Employment Type: Full-time
  • Salary: Not specified

Job Description: Roadie, a UPS company, is a leading logistics and delivery platform. This role is within the Customer Operations team, focused on supporting strategic accounts. The Customer Operations Team Lead will oversee a team of Customer Operations Partners, ensuring account success and optimizing processes. The ideal candidate is a strategic thinker with strong leadership and customer-centric skills.

Responsibilities

  • Lead, develop, and scale a high-performing, collaborative Customer Operations team dedicated to ensuring account success for our high-value Senders.
  • Oversee team-specific daily customer operations, ensuring timely and effective resolution of customer inquiries and issues.
  • Gain a deep understanding of customer needs, building strong relationships and partnering effectively to exceed SLAs and support ongoing success.
  • Collaborate with Customer Operations leadership to identify and implement solutions that enhance team performance, efficiency, and scalability (e.g., technology, process).
  • Develop and implement scalable processes to enhance service quality and efficiency for targeted initiatives (e.g., XD expansion, fraud and theft mitigation, claims rates, driver efficiency).
  • Partner cross-functionally to introduce technology and process enhancements that support Roadie’s growth and service excellence.
  • Take lead on resolving high-priority escalations, complex issues, and team inquiries with a sense of urgency.
  • Leverage data to identify trends and uncover opportunities within the team and across senders, reporting key findings and actionable insights to stakeholders.
  • Champion a customer-first culture, ensuring all interactions align with Roadie’s values and customer service standards.

Requirements

  • 5+ years of experience in customer operations, customer success, or a related field.
  • 2+ years of proven leadership experience with a track record of developing and managing high-performing teams.
  • Strong analytical skills with the ability to leverage data for decision-making and process improvements.
  • Strong written and verbal communication skills.

Company Information

Roadie is a UPS company providing seamless, scalable delivery solutions. They operate a network of over 310,000 independent drivers nationwide, offering solutions for local same-day delivery, delivery of big and bulky items, ship-from-store, and DC-to-door delivery.

Skills

Leadership
Customer Operations
Customer Success
Process Improvement
Data Analysis
Relationship Building
Cross-functional Collaboration
Problem Resolution

Roadie

Crowdsourced same-day delivery logistics platform

About Roadie

Roadie provides a crowdsourced delivery platform that connects everyday drivers with individuals and businesses needing same-day delivery services across the United States. The platform operates on an "on-the-way" delivery model, allowing drivers to pick up and deliver packages along their existing travel routes. This approach not only speeds up delivery times but also makes efficient use of transportation resources, reducing the need for additional delivery vehicles and minimizing environmental impact. Roadie serves a diverse clientele, including small businesses and large enterprises, and offers various delivery solutions such as home delivery and express air delivery. With a network of drivers covering over 20,000 zip codes, Roadie is the largest local same-day delivery provider in the country. The company's goal is to create a more connected and efficient delivery system by transforming everyday travel into a public transportation grid.

Atlanta, GeorgiaHeadquarters
2014Year Founded
$83.7MTotal Funding
SERIES_CCompany Stage
Automotive & Transportation, Consumer GoodsIndustries
201-500Employees

Benefits

Health Insurance
401(k) Company Match
401(k) Retirement Plan
Flexible Work Hours
Unlimited Paid Time Off
Home Office Stipend
Paid Sabbatical Leave

Risks

Alleged gig worker protection violations in Seattle could harm Roadie's reputation.
Increased competition from same-day delivery services may pressure Roadie's market position.
Logistical challenges with RoadieXD(TM) may require significant investment for seamless operations.

Differentiation

Roadie leverages unused capacity in passenger vehicles for efficient delivery.
Roadie's extensive driver network covers over 20,000 zip codes in the U.S.
Roadie offers a unique 'on-the-way' delivery model reducing environmental impact.

Upsides

Partnerships with Spirit Halloween and Parts Town expand Roadie's market reach.
RoadieXD(TM) and Roadie Direct™ enhance service offerings for oversized and warehouse deliveries.
80% of companies report increased revenue with Roadie's same-day delivery services.

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