Senior Manager, Customer Care

Job Description Summary: We are seeking a strategic and results-driven Manager/Senior Manager of Customer Service to lead the customer experience function in our Less-Than-Truckload (LTL) transportation business. This executive-level leader will set the vision for customer service, align service delivery with enterprise strategy, and drive transformation through technology, analytics, and operational excellence. The ideal candidate is a data-driven, innovative leader with proven experience building scalable service organizations, elevating customer satisfaction, and influencing business outcomes at the executive level. Critical Job Functions: Strategic Leadership & Vision Define and execute a customer service strategy that supports the companys growth, profitability, and service excellence goals. Serve as a member of the leadership team, providing insight and guidance on customer impact across all business decisions. Champion a customer-first culture throughout the organization, ensuring service is a competitive differentiator in the LTL marketplace. Organizational Leadership Build, lead, and mentor a high-performing management team and broader customer service workforce. Establish a performance-driven culture with accountability, continuous improvement, and leadership development. Create scalable structures, processes, and training programs to support growth and operational efficiency. Technology & Innovation Lead the adoption of modern customer service technologies, including CRM, self-service platforms, and automation. Partner with IT and Operations to digitize workflows and create a seamless customer experience. Drive innovation by leveraging data analytics and emerging tools to optimize efficiency and service delivery. Customer Advocacy & Executive Partnership Serve as the executive sponsor for key customer accounts, resolving critical issues and building long-term relationships. Partner closely with Sales, Operations, and Finance to ensure service excellence supports revenue growth and cost efficiency. Represent the voice of the customer at the executive table, driving improvements in service design, operations, and overall customer satisfaction. Data-Driven Performance Management Define and manage KPIs such as service levels, NPS, resolution rates, and customer retention metrics. Deliver executive reporting and insights to the C-suite, linking service performance directly to business outcomes. Use data-driven frameworks to identify root causes, forecast trends, and execute corrective strategies. Job Requirements: Education: Bachelors degree required; advanced degree (MBA, MS) strongly preferred. Experience: 10+ years of progressive leadership in customer service or customer operations, with at least 5 years in a Manager-level or above equivalent role. Deep knowledge of LTL, transportation, logistics, or supply chain operations. Proven record of executive-level influence, cross-functional leadership, and organizational transformation. Experience in implementing and scaling customer service technology platforms. Skills: Exceptional executive presence and interpersonal communication skills. Strong analytical and financial acumen with a data-driven management style. Strategic thinker with the ability to translate vision into execution and measurable results. Inspirational leadership with a passion for building high-performance teams. Physical Demands and Work Environment: The physical demands and work environment described here are representative of those an employee encounters while performing the essential functions of this position. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. Physical Demands: While performing the duties of the job, the employee is regularly required to sit, reach/handle items, work with fingers, distance vision (clear vision at 20 feet or more), color vision, peripheral vision, depth perception, ability to adjust focus and talk and hear others in conversations via the phone or in person. The employee is occasionally required to stand, walk and lift objects up to 20 lbs. Compensation: The compensation for this role is $70,000 to $75,000 per year. Job Location: Remote Benefits: PTO Paid Holidays Medical Insurance Dental Insurance Vision Insurance Life Insurance 401k Roadrunner Freight is building something special with great people, a winning culture and a differentiated service offering in the marketplace. Join us today to grow your career! We will not accept unsolicited candidates from external recruiters or recruiting agencies. Thank you! #LI-RemoteUnited States Additional Requirements: Summary: Roadrunners Smart Long Haul is revolutionizing the industry with significant investments in technology, a culture of continuous improvement, and intelligent and efficient direct routing. A Top 100 Trucking company by Inbound Logistics and a Top Tier Service Carrier by Mastio, Roadrunner is an LTL industry leader on the rise. As a long-haul, metro-to-metro LTL carrier, Roadrunner offers more direct routes than any other nationwide Less-than-Truckload carrier in the United States. With a nationwide presence, terminals across 40+ markets, and more than $400 million in revenue, the companys Smart Long-Haul Network is the preferred choice for shippers looking to move freight quickly and reliably. Roadrunner is growing and looking for a highly motivated Senior Manager, Customer Care to join our winning team. If you are results driven and looking for a rapidly growing company with high growth and earnings potential, apply today! We Run Safe. We Run Smart. We Run Together. Our Work Experience is the combination of everything that's unique about us: our culture, our core values, our company meetings, our commitment to sustainability, our recognition programs, but most importantly, it's our people. Our employees are self-disciplined, hard working, curious, trustworthy, humble, and truthful. They make choices according to what is best for the team, they live for opportunities to collaborate and make a difference, and they make us the #1 Top Workplace in the area.