Manager - Customer Experience

Who we are

At FedEx, moving the world doesnt only mean delivering for our customers around the globe. Moving the world is also about creating whats next. We are Team FedEx and we are 500,000+ people strong around the world. The work we all do comes down to one purpose: to provide our customers with outstanding experiences as we connect the world to whats next.

This isnt a place to get just a job. Here, you get a career for life. Its a place to enjoy constant change, growth, and progress in your career. Our willingness to innovate and transform is what keeps us at the forefront of our industry. With curiosity, inventiveness, and entrepreneurial spirit, we keep finding new and better ways to deliver results for our customers, for our people and for the planet.

Here, you will have the flexibility and empowerment to reimagine the new, spread your wings and see your impact. By doing so, we are motivated to be better together. And together, we will continue to drive and deliver excellence.

Our Values

We take pride in being a people-first company, where our employees feel safe, valued and respected. Our culture values empower us to deliver great results.

With one FedEx culture, we:

Take care of each other | Commit to do good | Own outstanding | Drive business results | Create whats next

Awards

• FedEx was ranked No. 18 on Fortunes Worlds Most Admired Companies All-Star List in January 2026, marking its 26th consecutive year in the top 20. FedEx remains the highest-ranked delivery company on the list.
• Ethisphere named FedEx as one of Worlds Most Ethical Companies in 2023,2024 and 2025.
• FedEx in India is Great Place To Workregistered Certified (2025-2026)

What you will do

• Have strong leadership experience in managing voice-based customer support teams, preferably supporting US customers or global processes.
• Demonstrate excellent communication skills, with the ability to coach teams on call handling, customer experience, and stakeholder interactions.

• Are highly customer-centric and can drive a culture focused on quality, empathy, and resolution excellence.
• Have a proven track record of managing team performance against key metrics such as CSAT, QA, AHT, productivity, and SLA adherence.
• Possess strong problem-solving and decision-making skills, with the ability to handle escalations and complex customer issues effectively.
• Are experienced in hiring, onboarding, and developing high-performing teams in a fast-paced environment.
• Can drive operational excellence by ensuring adherence to processes, compliance standards, and continuous improvement initiatives.
• Have the ability to collaborate cross-functionally with operations, training, quality, and other support teams to deliver seamless outcomes.
• Are proactive in identifying trends, analyzing root causes, and implementing corrective and preventive actions.
• Are comfortable working in a dynamic, high-growth environment with shifting priorities and aggressive hiring or delivery timelines.
• Have strong analytical skills and are proficient in using tools and reports to drive data-backed decisions.

You will be a great fit if you

• Lead and manage a team of call agents supporting US-based shippers, ensuring high-quality customer interactions and consistent service delivery.
• Drive team performance against key metrics such as CSAT, QA, AHT, productivity, and SLA adherence.
• Oversee day-to-day operations, ensuring seamless handling of customer inquiries, bookings, complaints, and issue resolutions.
• Coach, mentor, and develop team members through regular feedback, call audits, and performance reviews.
• Manage escalations and complex customer issues, ensuring timely and effective resolution while maintaining customer satisfaction.
• Collaborate with cross-functional teams (operations, training, quality, and support functions) to improve processes and enhance customer experience.
• Analyze performance data and operational trends to identify gaps, drive corrective actions, and implement continuous improvement initiatives.
• Ensure strict adherence to defined processes, compliance standards, and quality guidelines.
• Support hiring, onboarding, and training of new agents to build a high-performing and scalable team.

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Get Hired
• Proactively identify service risks and implement preventive measures to minimize customer impact.
• Drive a customer-centric culture within the team, promoting ownership, accountability, and excellence in service delivery.
• Manage workforce planning, scheduling, and resource allocation to meet business requirements and ramp timelines.

What you can expect

• Attractive remuneration package
• Spread your wings and take ownership of your career with opportunities to network and connect with professionals in your field and involvement in cross-functional projects
• A supportive and inclusive work environment.
• Mentorship and guidance from industry professionals.
• Exposure to real-world projects and challenges in Marketing, Operations and other functions.
• Valuable skills and experience to enhance your resume.
• Complimentary 24/7 access to our learning platforms to support you in becoming who you want to be

Our Commitmentto Equal Opportunities

Our greatest asset at FedEx is our people. We are committed to building a diverse, equitable and inclusive workforce, and offer equal opportunities, fairness and respect to all regardless of who you are. We encourage you to apply even if you feel your experience does not align with all the aspects in the job description as you could be exactly who we need for this or another opportunity.

We do not tolerate discrimination or harassment based on race, color, ethnicity, national origin, religion, sex, age, genetic information, citizenship, disability, marital status, pregnancy, sexual orientation, gender identity, gender expression, veteran status or any other characteristic protected under national, state or local laws. We will reasonably accommodate team members and third parties with physical and mental disabilities.

Interested to join Team FedEx

Everyone at FedEx has a part to play. Its about coming up with smart solutions, remaining resilient in the face of setbacks, and going above and beyond to get the job done. And whether youre a business leader or delivery driver, youll be empowered to take responsibility and overcome each challenge in your own way.

If this role and working environment sound like a place you can thrive in, apply today and lets create whats next together.