Manager, Customer Care
Core
Leading a multi-functional support team for Last Mile operations, overseeing inbound support, escalations, exception management, and route monitoring to drive service performance and customer satisfaction.
Role type
Manager, Customer Care (Last Mile Operations)
Builds
Last Mile delivery operations and customer support workflows
Domain
Logistics / Transportation / Last Mile Delivery
Required skills
Operational leadership, Escalation management, Customer recovery, People development, Process improvement, Data analysis, KPI ownership, Cross-functional influence, Strategic problem solving, Team coaching
Preferred skills
Logistics/transportation industry experience, Contact center operations, CRM systems, Reporting tools, Advanced Excel
Responsibilities
Lead daily operations for inbound support, escalations, and route monitoring; Drive performance against KPIs (Service Level, CSAT, etc.); Oversee resolution of escalated customer concerns and root cause analysis; Lead, coach, and develop supervisors and specialists; Analyze trends to identify risks and execute action plans for service improvement; Provide regular updates to senior leadership on performance and risks.
Seniority
Manager, people leadership
