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Director, Customer Experience

5 months ago

Atlanta, United States Convoy Full time

**Director, Customer Experience**

Atlanta, Georgia / Customer Experience & Operations / Full-time Convoy is transforming the $800 billion trucking industry, where even 10 years ago, most truck drivers did not have smartphones and paper driver logs were common. In 2015, Convoy launched the digital freight movement with an open and fully connected marketplace for brands and manufacturers to work directly with freight carriers who move truckload shipments throughout the country. This Digital Freight Network is powered by machine learning and automation, and supported by a broad, ever-growing set of features that benefit both sides of the marketplace.

Weve been honored to work with some great companies, such as Unilever, The Home Depot, and Procter & Gamble. Weve also been backed by world-class investors, including Google, YCombinator, Fidelity, Greylock Generation, Lone Pine, T. Rowe Price, Baillie Gifford and the founders and CEOs of Amazon, Salesforce, eBay, LinkedIn, Expedia, Dropbox, Starbucks, and others. We are proud to have been named a CNBC Disruptor 50 Winner (3x), a Fast Company World Changing Idea, a LinkedIn Top Startup, a Forbes' Best Startup Employer, one of Fortune Magazine's 'Impact 20' list, a best place to work in Washington State, a BloombergNEF Pioneer winner, and more.

This is your opportunity to collaborate with an incredible group of people and help transform the freight industry. Join Convoy and help us transport the world with endless capacity and zero waste.

**About the team:** Our Customer Experience team resides in multiple locations in North America, and includes business process outsourcing teams internationally. We provide effortless, trusted freight solutions for our customers. This two sided marketplace is made up of shippers and carriers, where we help optimize efficiency and reduce carbon emissions. You will be part of a fast paced, dynamically growing team.

**About you:** - You are an experienced, results-driven, empathetic leaders who are eager to attack unfamiliar problems with curiosity, resilience, and a bias for action. - You have led teams of 200+ people, and are able to marshal your team to meet extraordinary goals. You can recruit, hire, and coach people in your organization to become incredible leaders. You hold your team to high standards and are passionate about people development. - You are someone with a strong customer obsession, experienced in process and product improvement to deliver outstanding results to a variety of internal and external customers. - Youre data-driven, skilled in defining goals and achieving results, and you excel in an intense, dynamic work environment. - You are tech-savvy and also work well across an organization, forming strong partnerships with internal stakeholders in Operations, Product, and Engineering teams and critical external third parties. - You define metrics to measure performance, set goals for improvement in each area, and work with the responsible teams to systematically improve and sustain high performance. - In this highly-visible role, youll be responsible for growing, managing, and reporting on both day-to-day operations and strategic projects that enable Convoy to scale. + Hire, mentor and scale a high performing team that includes both strategic and operational functions.

+ Develop a long term strategy for Convoys business process outsourcing across teams, providers, and countries.

+ Define metrics in a rapidly growing and ambiguous environment and hold both internal and external teams accountable to results.

+ Drive root-cause analysis of existing customer pain points in partnership with product and engineering teams.

+ Foster a culture of process improvement and defect elimination to improve shipper and carrier experience.

+ Partner with product and engineering to automate and simplify current manual business processes.

+ Manage rhythm of the business, i.e., drive increased visibility for our leadership team into external partner business performance and opportunities for growth.

+ Deliver key business outcomes, in both performance against metrics and gains in efficiency.

+ Set goals, track metrics, and manage forecasting. Team management and motivation, development of managers.

+ Recruit for various roles, growing the team as the business grows.

+ Space planning and management in partnership with the Workplace Manager.

+ Maintain a close partnership with legal and HR in both the Atlanta and Seattle offices.

+ Drive the long-term vision and strategy of our in office experience. Driving a strong culture across multiple sites

**We're looking for someone who has:**

+ BA/BS with 10+ years of experience, Masters degree preferred.

+ Experience building and scaling large-scale strategic and cross-functional programs from the ground-up.

+ Experience developing and deploying organizational strategies and goals.

+ Desire to work in a fast-paced, high energy environment.

+ Ability to prioritize and demonstrate relentless discipline in achieving goals.

+ Strong ownership, bias for action, and willingness to roll-up your sleeves to get the job done.

+ Youve built and scaled high-functioning teams; great coach and mentor to the team.

+ Passion and empathy for the customers you serve.

+ Demonstrated track record of building and growing high-performance teams that can deliver results against multiple complex projects.

+ Outstanding written and verbal communication skills and stakeholder management.

+ Strong deductive skills and data-driven orientation.

+ Ability to influence without authority to partner with cross-functional teams.

+ Experience in a B2B environment with unique and varied customer needs.

**Nice to haves:**

+ Freight specific experience.

**Benefits:** Employees' wellbeing is top of mind for the Convoy team. Outside of offering excellent medical, dental, and vision benefits, we also offer the following:

* On demand mental and emotional health benefits through Lyra * On demand primary care through 98.6 * Generous paid time off * Paid parental leave program * Fertility benefit solutions via Progyny * Child-care and adult/elder-care options through Bright Horizons * Opportunity to join and contribute to one of our * Ability to make a real world impact

Convoy is an equal-opportunity employer and we welcome applicants from all backgrounds. If youre a passionate team player who wants to have an outsized impact on a diverse and dynamic team, wed love to hear from you