{"id":1316086,"url":"https://alion.io/job/rxo-manager-customer-care","title":"Manager, Customer Care","company":{"id":2176442,"name":"RXO","domain":"rxo.com","url":"https://alion.io/company/rxo-com","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":77,"open_postings":51,"ghost_share":0,"stale_share":0.902,"repost_share":0,"time_to_fill_p50_days":34,"computed_at":"2026-10-29T05:49:05Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"middle","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Marietta, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":31000,"max_usd":68000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":648},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Excel","optional":false}],"status":"live","first_seen_at":"2026-09-25T00:00:00Z","employer_posted_date":"2026-09-25","last_verified_at":"2026-10-29T02:06:38Z","board_verified":true,"closed_at":null,"days_open":34,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":34},"description":"Accelerate your career at RXO\nRXO 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.\nPosition Summary\nThe Customer Care Manager for a Dedicated Client is responsible for leading a multi-functional support team within Customer Care supporting Last Mile operations. This role oversees inbound customer support, escalations, exception management, route monitoring, and support functions while driving service performance, operational execution, and customer satisfaction. The manager is accountable for developing leaders and specialists, improving processes, and partnering cross-functionally with field operations, contact center vendors, and internal business partners to deliver strong results.\nKey Responsibilities\nOperational Leadership & Service Delivery\nLead daily operations for Customer Care support functions, including inbound customer support, escalations, route monitoring, and exception management.\nDrive performance against KPIs including Service Level, ASA, AHT, ACW, CSAT, and productivity expectations.\nMonitor daily volume trends, staffing needs, service risks, and operational performance to ensure coverage and execution.\nEnsure adherence to SOPs and service commitments while driving consistency across all team functions.\nEscalation & Customer Issue Management\nOversee resolution of escalated customer concerns, including supervisor escalations and high-impact customer issues.\nPartner with field operations, dispatch, and support teams to drive timely recoveries and resolution.\nOwn escalation containment strategies and root cause analysis to reduce repeat issues and executive-level escalations.\nEnsure proper handling and prioritization of urgent service recovery situations, including fall-offs, late starts, and missed deliveries.\nSupport Operations Oversight\nLead teams supporting: Route MonitoringException Report Management Geocoding supportOCC/Support email managementDelivery exception handlingNightly routing support processes\nEnsure timely updates, issue ownership, and closed-loop communication across support workflows.\nPeople Leadership & Development\nLead, coach, and develop supervisors and specialists to improve engagement, accountability, and performance.\nConduct regular coaching, performance reviews, and development planning.\nManage performance concerns using a will vs. skill approach and appropriate action planning.\nSupport succession planning and team capability growth.\nPerformance Management & Continuous Improvement\nAnalyze trends and identify risks across KPIs, escalations, and operational defects.\nDevelop and execute action plans to improve service performance and reduce defects.\nLead process improvement initiatives focused on efficiency, customer experience, and cost reduction.\nUse reporting and data insights to drive business decisions and operational improvements.\nReporting & Leadership Communication\nProvide regular updates to senior leadership on performance, risks, escalation themes, and action plans.\nPresent KPI results, operational trends, and improvement opportunities in leadership forums.\nTranslate data into clear business narratives and recommendations.\nQualifications\nBachelor’s degree preferred or equivalent experience.\n5+ years in contact center/customer care operations.\n3+ years people leadership experience leading supervisors or managers.\nExperience in logistics, last mile, transportation, or service operations preferred.\nStrong background in escalation management, KPI ownership, and process improvement.\nAdvanced Excel and data analysis skills preferred.\nExperience working with contact center platforms, CRM systems, and reporting tools preferred.\nCore Competencies\nOperational Leadership\nEscalation Management\nCustomer Recovery & Resolution\nPeople Development\nContinuous Improvement\nData & Performance Management\nCross-Functional Influence\nAccountability & Execution\nStrategic Problem Solving\nDoes this sound like you? Check out what else RXO has to offer.\nWhy Join Us:\nOur Benefits\nComprehensive medical, dental, and vision plans\n\n401(k) retirement plan with up to 5% company match\n\nPre-tax accounts to help streamline eligible expenses\n\nCompany-paid disability and life insurance\n\nEmployee Assistance Program (EAP)\n\nCareer and Leadership Development Programs\n\nPaid time off, company holidays, and volunteer days\n\nOur Culture\nOur values are the key to our unique culture and our ability to deliver for everyone we serve.\nWe 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.\nThe Next Step\nReady 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. 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