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.

We’ve been honored to work with some great companies, such as Unilever, The Home Depot, and Procter & Gamble. We’ve 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.

THE ROLE: The Senior Director, Customer and Operational Excellence will develop and lead a customer-first operations organization that provides a high level of service, and an experience that differentiates Convoy from the market and competitors. S/he will utilize data to drive scale, efficiency, and continue to evolve from a transactional to service-oriented operations and customer service capability. They will partner closely with sales and account management leaders to leverage Convoy’s service capability as a strategic differentiator that drives customer value and helps to foster both new and existing customer relationships. 

YOU WILL:

• Lead Customer Service and Operations team, consisting of full time employees, as well as 700+ outsourced partners (inclusive of call center and offshore teams). 
• Develop a long term strategy for Convoy’s network of internal centers, as well as business process outsourcing across teams, providers, and countries.
• Hire, mentor and scale a high performing and diverse team that includes both strategic and operational functions. Foster an inclusive and supportive culture. 
• Partner closely with sales and account management teams to position/leverage service and operations as a value added differentiator for customers.
• Manage rhythm of the business, i.e., drive increased visibility for our leadership team into external partner business performance and opportunities for growth.
• Foster a culture of process improvement and defect elimination to improve shipper and carrier experience.
• Drive root-cause investigation of existing customer pain points in partnership with sales, account management and product/engineering teams; define metrics in a rapidly growing and ambiguous environment and hold both internal and external teams accountable to results.
• Partner with product and engineering to automate and simplify current manual business processes.

WE ARE LOOKING FOR SOMEONE WHO HAS:

• 10+ years of experience with a track record leading customer service, customer experience, and/or operations organizations at scale (team sizes of 100+), with specific experience managing call center operations and offshore teams. 
• Ability to apply prior experience to our opportunity space (experience in a B2B environment with unique and varied customer needs); background or knowledge of the freight industry a plus.
• Prior experience developing and scaling long term operational solutions while retaining a strong customer orientation. 
• Experience rolling out programmatic and cross-functional change agendas with a focus on scale and efficiency. 
• Ability to build inclusive, diverse teams and positive and supportive cultures, with a focus on individual/team development and talent retention. 
• Proven ability to develop strong partnerships with internal and cross-functional peers, with a specific history partnering successfully with sales, account management, and commercial teams. 
• Successful track record leveraging data to identify trends, formulate business insights and develop actionable solutions to customer and organizational problems.

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 Employee Resource Groups

* Ability to make a real world impact!

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