Customer Experience Manager
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AI Summary
The Customer Experience Manager will design and lead enterprise-wide training programs to ensure operational excellence across the workforce, including employees and partners. They will also manage system training, support customer onboarding, and track training effectiveness through key performance indicators.
TITLE: Customer Experience Manager
REMOTE
ABOUT THE COMPANY: American Expediting provides on-demand transportation services for healthcare and mission-critical industries. Our people are smart, creative problem-solvers dedicated to crafting custom transportation solutions. Our reputation for excellence is hard-earned, with on-time delivery performance for on-demand and scheduled, time-critical shipments. Our focus on continuous innovation means we're always ready to meet the ever-evolving needs of our customers.
POSITION SUMMARY: The Customer Experience Manager is responsible for designing, delivering, and overseeing training, onboarding, and development programs that enable operational excellence across American Expediting’s workforce. This includes direct employees, independent contractors, vendors, brokers, and business partners.
This role is hands-on and highly collaborative, requiring close work with operations, warehouse teams, commercial teams, IT, and customer success to ensure workforce readiness and consistent execution of customer requirements. The position is strategic yet execution-focused, with a particular emphasis on healthcare and life sciences customers, including Next Flight Out (NFO) and radiopharmaceutical logistics.
REPORTS TO: Vice President of Customer Experience
RESPONSIBILITIES:
Training Strategy & Program Leadership
- Develop and execute enterprise-wide training strategies that support onboarding, operational training, and continuous learning across all business units
- Oversee training for employees, contractors, vendors, brokers, and agents
- Design and deliver standardized programs including:
- New hire onboarding
- Operations and dispatch training
- Customer service capability development
- Vendor and agent onboarding
- New manager training
- Customer-specific SOP training
- Ensure programs promote operational consistency, safety, compliance, and service excellence
- Utilize the company Learning Management System (LMS) for training content development, deployment, and maintenance
- Drive adoption of standardized procedures, error-proofing practices, and continuous improvement initiatives
Systems Training & Operational Enablement
- Lead training for operational and customer-facing platforms including:
- Order processing systems
- Dispatch and transportation management systems
- Vendor and agent management platforms
- Driver mobile applications
- Customer Relationship Management (CRM) systems
- Partner with operations, IT, and customer experience teams to support system rollouts, updates, and process changes
- Develop role-based system training, job aids, and operational guides to improve adoption and reduce errors
Customer Onboarding & Healthcare Enablement
- Support onboarding of new healthcare and life sciences customers, ensuring operational readiness and training completion
- Ensure employees, partners, and vendors are trained on customer-specific SOPs and compliance requirements
- Enable workforce capability to support Next Flight Out (NFO) shipments and radiopharmaceutical logistics
- Collaborate with customer implementation teams to ensure a successful operational launch
Training Performance & Metrics
- Track and report training effectiveness through defined KPIs and LMS reporting.
- Monitor operational performance impacted by training, including:
- On-time service performance
- Job documentation quality
- Customer complaints and escalations
- CAPA and error trends
- Identify capability gaps and improvement opportunities; implement corrective actions
- Communicate training outcomes, risks, and recommendations to leadership
Cross-Functional Partnership
- Build strong relationships with operations, warehouse, and commercial teams to align training programs with business outcomes
- Serve as a liaison between field operations and corporate teams to ensure training supports customer success and operational excellence
- Identify risks, operational challenges, and opportunities for improvement, providing leadership reporting on workforce capability and training impact
- Champion a culture of continuous learning, accountability, and operational rigor
MINIMUM QUALIFICATIONS:
- Bachelor’s degree in Business, Supply Chain, Logistics, Operations, or related field; Master’s preferred
- 7+ years designing and delivering training programs within operations, logistics, transportation, or service environments
- 3–5 years leading a training function or team, ideally in operations-focused environments.
- Hands-on experience implementing operational processes and collaborating with field teams to drive measurable results
- Preferred Systems Experience: Freshdesk, Dispatch Science, Extensive, HubSpot
KNOWLEDGE, SKILLS & ABILITIES:
- Expertise with Learning Management Systems (LMS), including content development, deployment, and reporting
- Strong understanding of transportation, dispatch, and operational workflows
- Ability to translate complex operational processes into practical, effective training programs
- Strong analytical skills, including training effectiveness measurement and operational KPIs
- Excellent communication, facilitation, and presentation skills
- Proven ability to influence and drive results through cross-functional collaboration
- Highly organized, action-oriented, and detail-driven
- Deep operational awareness and business acumen
- Comfortable engaging hands-on in field operations and with customers to ensure training effectiveness
American Expediting is an equal opportunity employer. In accordance with applicable law, American Expediting prohibits discrimination based on any legally recognized basis, including but not limited to race, color, religion, creed, gender, sex, gender identity, sexual orientation, age, national origin or ancestry, citizenship status, physical or mental disability, genetic information, veteran status, uniformed service member status, or any other basis protected by federal, state or local laws. American Expediting’s commitment to equal opportunity employment applies to all persons involved in our operations and prohibits unlawful discrimination by any employee, vendors and customers.
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