Customer Operations Team Lead

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.