Mgr Customer Experience

Plans, directs, organizes, and controls the activities of customer experience personnel in the handling of customer inquiries for all contact channels both domestically and international.

Essential Functions

• Ensures data accuracy used in the analysis of customer and operating problems.
• Provides analysis of customer needs, complaints and operational performance.
• Ensures standard operating procedures accuracy and compliance for customer experience personnel.
• Perform other duties as assigned.

Minimum Education

Bachelor's Degree/equivalent.

Minimum Experience

Three (3) years related business or operational experience.

More advanced degrees may offset experience requirements. A related Master's Degree equals two (2) years experience.

Knowledge, Skills, and Abilities

Knowledge of features of service including customer service systems and ground operations.

Strong basic management, analytical, human relations, and communication skills.

Job Conditions

Nights and weekend work may be required.

Preferred Qualifications: Customer contact environment for customer service, Invoicing/billing, or collections, Project management, process improvement, or analytics.

Pay Transparency:

Pay:

Additional Details: Domicile Location/ Work Mode: This position is domiciled in Memphis, TN/ Hybrid work mode. Relocation assistance may be available on business needs. This position supports Customer Experience's Revenue Services network.

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. Reasonable accommodations are available for qualified individuals with disabilities throughout the application process. Applicants who require reasonable accommodations in the application or hiring process should contact recruitmentsupport@fedex.com.

Applicants have rights under Federal Employment Laws:

• Equal Employment Opportunity is the Law
• EEO is the Law Supplement
• Pay Transparency Policy
• Family and Medical Leave Act (FMLA)
• Employee Polygraph Protection Act

E-Verify Program Participant: Federal Express Corporation participates in the Department of Homeland Security U.S. Citizenship and Immigration Services' E-Verify program (For U.S. applicants and employees only). Please click below to learn more about the E-Verify program:

• E-Verify Notice (bilingual)
• Right to Work Notice (English) / (Spanish)