Related skills
crm workforce management data analysis qa escalation management📋 Description
- Lead end-to-end driver and customer support operations across markets.
- Develop scalable support strategies to improve response times and service quality.
- Establish service levels, KPIs, escalation procedures, and quality standards.
- Partner with FL Headquarters and field leadership for consistency across in-office and remote support.
- Drive continuous improvement to enhance customer experience and driver satisfaction.
- Oversee workforce planning, scheduling, and coverage during peak periods.
🎯 Requirements
- Bachelor's degree preferred.
- 7+ years leadership in customer support, driver support, logistics, or related ops.
- Experience leading large-scale support teams in high-volume environments.
- Strong understanding of last-mile delivery, escalation mgmt, workforce planning, and CX strategy.
- Proven ability to scale operational processes and improve service performance.
- Excellent communication and cross-functional leadership abilities.
🎁 Benefits
- Medical/Dental/Vision Insurance
- 401(k) Retirement Savings Plan
- HSA or FSA eligibility
- Disability Insurance
- Mental Health Benefits
- Flexible PTO
Meet JobCopilot: Your Personal AI Job Hunter
Automatically Apply to Operations Jobs. Just set your
preferences and Job Copilot will do the rest — finding, filtering, and applying while you focus on what matters.
Help us maintain the quality of jobs posted on Empllo!
Is this position not a remote job?
Let us know!