Onsite Customer Service Manager, Fulfillment

📋 Description

• Track and analyze performance metrics across your site(s), developing and implementing performance
• Set and manage ramp plans for team performance, ensuring consistent growth and development
• Build and maintain strong relationships with operations teams to drive collaborative problem-solving
• Provide regular reporting to the network on team performance and SLA/TTR metrics
• Serve as the Subject Matter Expert (SME) in your business segment, influencing support strategies
• Identify opportunities to reduce ticket generation through root cause analysis

🎯 Requirements

• A Bachelor's degree, or equivalent experience, with 5+ years of professional working experience in
• 3+ years of people management experience, including managing a mix of FTEs and contractors
• Strong analytical skills, with experience in performance tracking and metric-based decision making
• Proven experience in relationship management and cross-functional collaboration
• Excellence in both written and verbal communication
• Experience in process improvement, change management, and quality assurance / ticket audit processes

🎁 Benefits

• Base salary is just one part of our total rewards package at Flexport, which also includes bonus