Customer Experience - Senior Manager

At FedEx, moving the world doesn't only mean delivering for our customers around the globe. Moving the world is also about creating what's 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 experience as we connect the world to what's next.

This isn't a place to get just a job. Here, you get a career for life. It is 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, we take pride in our culture values to:

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

Awards

• FedEx has consistently ranked among the top 20 in the Worlds Most Admired Companies report, published in FORTUNE magazine, since 2001
• Ethisphere named FedEx as one of Worlds Most Ethical Companies in 2023

Role Overview:

Gurgaon Customer Experience site

This is a pivotal leadership role as we continue to elevate the FedEx Customer Experience across the MEISA region.

Key Responsibilities:

• Lead and manage the Gurgaon

  Customer Experience site

  across voice, chat, email, and digital channels; ensure seamless and consistent service delivery at scale.
• Inspire, coach, and develop

  Customer Experience Managers, Team Leaders, and Associates

  to foster a high-performance and highly engaged site culture.
• Drive execution against key

  CE performance metrics

  including FCR, CSAT, NPS, AHT, Quality, and Productivity, in alignment with MEISA goals.
• Implement and embed

  FedEx Global Customer Experience standards

  across all teams and touchpoints.
• Continuously monitor customer feedback and operational data to identify trends and drive targeted improvements.
• Lead cross-functional collaboration with

  Product, Sales, Operations, Technology

  , and other key partners to improve the end-to-end customer journey.
• Ensure site compliance with

  FedEx policies, regulatory requirements, and governance frameworks

  .
• Oversee

  site capacity planning, staffing, and resource optimization

  based on evolving business needs.
• Lead regular site performance reviews and present progress updates to senior leadership across MEISA and Global.
• Champion a strong

  customer-obsessed mindset

  across the site — driving ownership, accountability, and excellence in every customer interaction.

Required Qualifications:

• Bachelor’s degree required;

  MBA preferred.

• 12–15 years of progressive leadership experience in

  Customer Experience / Service Delivery

  roles, preferably within a global MNC or regulated industry.
• Proven track record of leading large-scale, high-volume

  Customer Experience sites or hubs

  .
• Strong understanding of

  Customer Experience frameworks and metrics

  (FCR, NPS, CSAT, Quality, Productivity).
• Demonstrated experience in managing cross-channel support operations — voice, chat, email, digital.
• Strong stakeholder management, communication, and influencing skills at senior levels.
• Hands-on experience with

  CRM and Contact Centre platforms

  .
• Proven ability to drive

  continuous improvement

  , optimize processes, and lead teams through change and transformation.

Preferred Attributes:

• Experience working in

  multi-region

  or

  multi-lingual

  Customer Experience environments.
• Exposure to

  high-growth markets

  and dynamic operating environments.
• Experience driving and embedding

  Customer Experience programs

  (Voice of Customer, NPS programs, Quality frameworks).
• Strong analytical mindset with the ability to translate data into actionable insights.
• Passionate about

  building and scaling great teams

  and driving exceptional customer outcomes.

Why this role matters:

As we continue to expand our MEISA presence, this role will be instrumental in shaping the FedEx Customer Experience of tomorrow — driving service excellence, innovation, and consistency across all customer touchpoints.

Purple Promise

Our Commitment to 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 in joining Team FedEx?

Everyone at FedEx has a part to play. It’s 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 you’re a business leader or delivery driver, you’ll 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 let’s create what’s next together.