Senior Manager, Client Solutions

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 Senior Manager, Client Solutions at RXO, your main priority will be managing client expectations and ensuring we meet/exceed their service requirements. You'll also focus on consistently delivering world-class customer service and ensuring a long-lasting and positive working relationship with our customers. On our team, you'll have the tools, resources, and support to excel at work, while building a career you'll love.

What your day-to-day will look like:

• Plans and monitors customer contact center schedules and operations
• Provides management information and productivity forecasts through the analysis of data
• Develops, monitors, and analyzes key performance indicators
• Provides leadership to managers; may also provide leadership to supervisors and/or professional staff
• Has accountability for the performance and results of multiple related units
• Develops departmental plans, including business, production, operational and/or organizational priorities. Controls resources and policy formation in area of responsibility. Decisions are guided by resource availability and functional objectives
• Own the client relationship and provide organizational focus through the regular review of KPI metrics to gain momentum and ensure results
• Work with clients, IT, and field operations managers to coordinate and facilitate effective tests and startups
• Ensure clients are proficient in using our online systems; provide training and support as needed
• Partner with field operations managers to develop action plans to meet client strategic requests; hold operational review meetings to ensure client service requirements and expectations are being consistently achieved
• Coordinate with field operations managers and clients to resolve conflicts in work priorities, resourcing, schedules, and scope of work to be performed; document and communicate client compliance expectations and service requirements
• Promptly respond to client strategic queries, ensure promises are kept and manage client strategic expectations; ensure resolution and follow-up on all strategic client issues in a timely manner
• Monitor client account financial results compared to initial projections and pricing assumptions; address variances in projections and assumptions with all stakeholders as needed
• Conduct root cause analysis and process reviews to identify preventive actions; coordinate with field operations managers on implementation of both preventive and corrective actions

At a minimum, you'll need:

• 5 years of experience in account management or customer service in a leadership position
• Basic knowledge / Strong Fluency /Expert-level user of Windows applications and Microsoft Office programs such as MS Project, Word, Excel, and PowerPoint

It'd be great if you also have:

• Bachelor's degree
• Ability to create complex formulas in MS Excel; create queries in company software applications
• Thorough knowledge of internal company software applications applicable to position/business unit
• Acts as subject matter expert and provides training, troubleshooting and other support for software applications managed by business unit (i.e. COGNOS, FIS, Incentive Scorecards)
• Understands and is familiar with the most widely known and emerging tools, technologies, and social applications

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

Why Join Us:

Our Benefits

• Comprehensive medical, dental, and vision plans

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

• Pre-tax accounts to help streamline eligible expenses

• Company-paid disability and life insurance

• Employee Assistance Program (EAP)

• Career and Leadership Development Programs

• Paid time off, company holidays, and volunteer days

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.