Manager Customer Experience

What can you expect as a FedEx team member?

• Career Mobility and Development : When you join FedEx, you’re joining a team with possibilities that literally span the world—from opportunities for advancement and location transfer, to training and leadership programs.
• Total Compensation and Benefits Package : We want to keep our employees for a long time, so we offer competitive benefits, opportunities for flexible work arrangements, and programs to support well-being.

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.

" Please note that the Job will close at 12am on Posting Close date, so please submit your application prior to the Close Date"

Company

INT FedEx Express Transportation and Supply Chain Services (India) Pvt. Ltd.

City

Gurugram

Scheduled Weekly Hours

48

Worker Type

Regular

Posting Start Date

17-Jul-2026

Posting Close Date

17-Jul-2026

Job Family

FXE-MEISA: Manager Customer Experience

Position Summary

This opportunity is for a Grade 12 position and is specifically aligned to a permanent night shift role . . To effectively manage assigned resources, departments and/or locations, ensuring that department or operational goals are achieved and processes and procedures are completed promptly and consistently. Ensures that all activities are in line with company goals and regulatory requirements. Responsibilities may be within a country, across countries or regions.

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.
• 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.

Interpersonal Skills;Written & Verbal Communication Skills;Planning & Organizing Skills;Presentation Skills;Leadership Skills