Customer Operations Team Lead

Roadie, a UPS company, is a leading logistics and delivery platform that helps businesses tackle the complexities of modern retail with unmatched delivery coverage, flexibility and visibility. Reaching 97% of U.S. households across more than 30,000 zip codes — from urban hubs to rural communities — Roadie provides seamless, scalable solutions that meet a variety of delivery needs. 

Roadie’s Customer Operations team works together to build and nurture relationships with key accounts to ensure overall customer success. As a Customer Operations Team Lead, you will oversee a team of Customer Operations Partners who serve as dedicated points of contact overseeing the day-to-day activities for strategic accounts. The ideal candidate will be a strategic thinker with exceptional leadership skills and a strong customer-centric mindset. This role requires a hands-on approach to optimizing processes, improving service quality, and fostering a high-performing team.

Responsibilities 

• Lead, develop and scale a high-performing, collaborative Customer Operations team dedicated to ensuring account success for our high value Senders
• Oversee team-specific daily customer operations, ensuring timely and effective resolution of customer inquiries and issues
• Gain a deep understanding of customer’s needs, building strong relationships and partnering effectively to exceed SLAs and support ongoing success
• Collaborate with Customer Operations leadership to identify and implement solutions  that enhance team performance, efficiency and scalability (e.g., technology, process)
• Develop and implement scalable processes to enhance service quality and efficiency for targeted initiatives (e.g., XD expansion, fraud and theft mitigation, claims rates, driver efficiency)
• Partner cross-functionally to introduce technology and process enhancements that support Roadie’s growth and service excellence
• Take lead on resolving high priority escalations, complex issues and team inquiries with a sense of urgency
• Leverage data to identify trends and uncover opportunities within the team and across senders, reporting key findings and actionable insights to stakeholders
• Champion a customer-first culture, ensuring all interactions align with Roadie’s values and customer service standards

Qualifications 

• 5+ years of experience in customer operations, customer success or a related field 
• 2+ years of proven leadership experience with a track record of developing and managing high-performing teams
• Strong analytical skills with the ability to leverage data for decision-making and process improvements
• Strong written and verbal communication skills, able to build relationship with stakeholders at various levels
• Experience implementing technology-driven solutions to enhance customer operations
• Demonstrated ability to execute consistently with high attention to detail, accuracy, and adherence to detailed requirements
• Ability to thrive in a fast-paced, customer-focused environment, managing ambiguity with ease 

Why Roadie? 

• Competitive compensation packages 
• 100% covered health insurance premiums for yourself
• 401k with company match
• Tuition and student loan repayment assistance (that’s right - Roadie will contribute directly to your existing student loans!) 
• Flexible work schedule with unlimited PTO 
• Monthly 3-day weekends
• Monthly WFH stipend 
• Paid sabbatical leave- tenured team members are given time to rest, relax, and explore
• The technology you need to get the job done