Senior Manager - Customer Experience
FedEx is hiring a Senior Manager to lead the US Shipper customer support operations in Gurugram. The role involves defining strategy for customer experience, managing key performance metrics, and mentoring a team of managers and leads. The ideal candidate will have extensive experience in large-scale voice support operations and strong stakeholder management skills. This position focuses on driving operational excellence and transformation initiatives within a global logistics framework.
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Experience
Experience not specified
Function
Operations
Work mode
Onsite, India
Company
Tier 1
What you will work on
FedEx is hiring a Senior Manager to lead the US Shipper customer support operations in Gurugram. The role involves defining strategy for customer experience, managing key performance metrics, and mentoring a team of managers and leads. The ideal candidate will have extensive experience in large-scale voice support operations and strong stakeholder management skills. This position focuses on driving operational excellence and transformation initiatives within a global logistics framework.
TAL's take
High-tier global brand with a well-defined leadership scope for a large-scale operations team.
Clear and comprehensive job description outlining responsibilities, leadership expectations, and operational metrics.
Salaries at FedEx
25.3 LPA average
Based on 32 Grapevine salary entries for FedEx.
Other roles
0 - 2 years | T2
7 LPA average
Range: 3 - 11 LPA
Engineering
2 - 4 years | T2
11 LPA average
Range: 11 - 11 LPA
Other roles
2 - 4 years | T2
12 LPA average
Range: 12 - 12 LPA
Human Resources
4 - 6 years | T2
6 LPA average
Range: 6 - 6 LPA
Must haves
- Experience leading large-scale, voice-based customer support operations
- Proven track record of building and managing high-performing teams
- Ability to drive customer experience metrics such as CSAT and NPS
- Strong business acumen for aligning operational strategy with goals
- Expertise in managing SLA adherence, AHT, and operational efficiency
- Experience in data-driven decision-making and root cause analysis
- Experience driving large-scale hiring and workforce planning
About the company
FedEx is a Fortune 500 global logistics leader with a strong established brand.
Posts mentioning FedEx
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- A federal judge has ruled that Google violated antitrust laws to maintain its monopoly in the online search market, marking a significant event for the tech industry. - Judge Amit P. Mehta stated that Google abused its dominant position to stay on top, comparing the case to the landmark Microsoft antitrust ruling of the 1990s. - The ruling demonstrates that current U.S. antitrust laws can be effectively applied to digital companies, focusing on factors beyond customer pricing. - The decision is about liability, not remedies, leaving uncertainty about what actions Google will need to take next. - The ruling stems from a 2020 lawsuit by the DOJ and several states, accusing Google of illegal dominance through contracts with Apple and Mozilla, and it paves the way for further antitrust actions against Big Tech. Source: Axios
Congress Averts Shutdown, Faces New Challenges
- Congress passed a bipartisan plan to temporarily fund federal operations, avoiding a government shutdown just before the holidays. - President-elect Trump’s demand for a debt ceiling increase was dropped, leading to uncertainty and legislative chaos. - The funding bill extends government operations until March 14, but Republicans will need Democratic votes to prevent another shutdown. Source: [New Jersey 101.5](https://nj1015.com/bipartisan-plan-temporarily-fund-federal/), [Nbc News](https://www.nbcnews.com/politics/congress/congress-avoids-shutdown-leaves-big-mess-trump-republicans-2025-rcna184899)
Anyone getting scam calls from Fed Ex?
Is anyone else getting these random calls saying your parcel has been returned from some place like Taiwan or Singapore? It's a very well orchestrated scam where the robo call puts you through an agent who then gaslights you into thinking you've sent some sensitive item and that they need your PAN to get it delivered.