Job
Description
Who we are 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: We are looking for a strong and dynamic leader to head our Gurgaon Customer Experience site . In this critical role, the Senior Manager Customer Experience will drive site operations, customer satisfaction, service quality, and team performance across all customer interaction channels. The ideal candidate will bring deep operational expertise, a sharp focus on customer-first outcomes, and the ability to build and scale a high-performing team aligned to our Purple Promise and business goals. 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: Bachelors 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 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. 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, 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.
