Director, Ops Support (Quality and Customer Care)

Accelerate your career at RXO
RXO is a leading provider of transportation solutions. With cutting-edge technology at the center, we're revolutionizing the industry with our massive network and commitment to finding solutions for every challenge. We create more efficient ways for shippers and carriers to transport goods across North America.

As a Director, Operations Support, Quality & Customer Care at RXO, you will provide strategic leadership across operational performance, quality, customer experience, claims management, process improvement, and financial performance within the Last Mile network.

The Director will be responsible for identifying performance gaps across the network, developing scalable solutions, and driving accountability from root cause through sustainable corrective action.

What your day-to-day will look like:

• This role will partner closely with Operations, Client Solutions, Finance, Claims, Customer Care, Fleet, Carrier Management, Technology, and Analytics to establish standardized operating practices, improve service execution, reduce operational and financial risk, and strengthen customer experience.
• This position will also provide leadership and governance for Ops Support, Claims and Customer Center/Customer Care Operations, ensuring customer issues are resolved quickly, consistently, and with appropriate financial controls.
• Provide direct leadership and accountability for Senior Managers, and Operations Support Managers across the organization.
• Establish clear goals, performance expectations, and priorities across all levels of the team.
• Establish and drive standardized operating processes across warehouse and product flow, workforce scheduling, routing, route monitoring, facility operations, staffing structure, carrier management, and organizational design.
• Partner with field leadership to address operational gaps and provide direct support during performance challenges, new site openings, implementations, and major operational changes.
• Partner with Client Solutions and Operations leadership to identify customer experience trends and translate Voice of Customer insights into operational improvements.
• Ensure service failures, escalations, and recurring customer issues are tracked through resolution and incorporated into continuous-improvement initiatives.
• Establish standardized claims and customer-care processes, service levels, escalation protocols, documentation requirements, and performance expectations.
• Partner with Operations and Customer Care teams to identify the operational root causes behind claims and customer complaints and implement corrective actions that reduce recurrence.
• Drive automation and technology opportunities that improve claims intake, assignment, communication, documentation, resolution, recovery, and reporting.
• Lead cross-functional continuous-improvement initiatives across Operations, Claims, Customer Care, Billing, Fleet, Compliance, and Carrier Management.
• Identify revenue leakage, unnecessary expense, productivity gaps, and financial recovery opportunities.
• Use data and analytics to identify trends, prioritize opportunities, and measure the effectiveness of corrective actions.
• Present performance trends, risks, financial impacts, and strategic recommendations to senior leadership.
• Act as a liaison between senior leadership, field operations, functional teams, and client-facing organizations.

At a minimum, you’ll need:

• 7+ years of relevant experience in operations, logistics, Last Mile, customer experience, quality, claims, continuous improvement, or related functions.
• 3+ years of leadership experience with responsibility for teams, programs, or cross-functional initiatives.
• Demonstrated experience improving operational performance across multiple locations or business units.
• Strong understanding of operational KPIs, customer service metrics, financial performance, and process improvement.

It’d be great if you also have:

• Bachelor’s degree in Supply Chain or Logistics
• Availability to occasionally travel between branches, regions, and corporate headquarters
• 10 years of progressive transportation management experience

Does this sound like you? Check out what else RXO has to offer.

Why Join Us:

Our Benefits

• Competitive pay

• Paid time off includes: up to 8 holidays, up to 2 floating Diversity Days, Hourly: Earn up to 13 days PTO/ Salary: Earn up to 15 days PTO, up to 40 hours bereavement leave, up to 16 hours volunteer time, jury duty, at least 2 weeks family bonding leave, up to 40 hours prenatal care leave

• 401(k) retirement plan with up to 5% company match

• Insurance: health, prescription, dental, vision, basic and supplemental life, short and long-term disability, accidental death and personal loss, business travel, legal services, ID theft, accident, critical illness, hospital indemnity

• Employee Assistance Program (EAP)

• Tuition reimbursement, adoption assistance

• Tax-Advantaged Accounts: Health Savings Account, Health Care Flexible Spending Account, Dependent Care Flexible Spending Account, Commuter Spending Account

• Health Reimbursement Arrangement

Our Culture

Our values are the key to our unique culture and our ability to deliver for everyone we serve.

We do great things when we are inclusive and work together. To perform with excellence, we learn from one another, value diverse perspectives, operate safely and build strong relationships.

The Next Step
Ready to join our team? We'd love to hear from you. Fill out an application now and join our talent community to learn about future opportunities. We are proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. All applicants who receive a conditional offer of employment may be required to take and pass a pre-employment drug test. The above statements are not an exhaustive list of all required responsibilities, duties, and skills for this job classification. Review RXO's candidate privacy statement here and RXO's Privacy Notice to California Job Applicants here.