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 experiences 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. Its 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 culture, we:
Take care of each other | Commit to do good | Own outstanding | Drive business results | Create what's next
Awards
- FedEx was ranked No. 18 on Fortune's World's Most Admired Companies All-Star List in January 2026, marking its 26th consecutive year in the top 20. FedEx remains the highest-ranked delivery company on the list.
- Ethisphere named FedEx as one of Worlds Most Ethical Companies in 2023,2024 and 2025.
- FedEx in India is Great Place To Work® Certified (2025-2026)
What you will do
- Lead end-to-end operations for the US Shipper customer support function, ensuring high-quality service delivery across all calling channels.
- Define and drive the overall strategy for customer experience, operational excellence, and scalability for the process.
- Own and deliver on key business metrics such as CSAT, NPS, QA, AHT, productivity, and SLA adherence at a program level.
- Build, mentor, and lead a team of managers and team leads, fostering a high-performance and customer-centric culture.
- Partner with cross-functional stakeholders (Global Ops, Product, Training, Quality, Workforce Management) to drive continuous improvement and process optimization.
- Oversee hiring plans, workforce strategy, and capability building to support rapid ramp-ups and business growth.
- Drive data-led decision-making by analyzing performance trends, identifying root causes, and implementing long-term solutions.
- Ensure effective governance of escalations and critical issues, providing leadership oversight and timely resolution.
- Establish and enforce strong process controls, compliance standards, and quality frameworks.
- Lead transformation initiatives, automation opportunities, and innovation programs to enhance efficiency and customer experience.
- Manage stakeholder communication, including leadership updates, business reviews, and performance insights.
- Proactively identify risks and opportunities and drive strategic interventions to improve service outcomes and operational resilience.
- Develop and maintain SOPs, process documentation, and best practices.
You will be a great fit if you
- Have extensive experience leading large-scale, voice-based customer support operations, preferably for US or global markets.
- Demonstrate strong leadership capabilities with a proven track record of building and managing high-performing teams across multiple layers (managers, team leads, and agents).
- Are highly customer-obsessed and can effectively drive customer experience metrics such as CSAT, NPS, and service quality at a program level.
- Possess strong business acumen with the ability to align operational strategy with organizational goals and growth plans.
- Have deep expertise in managing key performance metrics including SLA adherence, AHT, productivity, quality, and operational efficiency.
- Excel at stakeholder management and can effectively collaborate with global leadership, cross-functional teams, and external partners.
- Are data-driven, with the ability to derive insights from complex datasets and translate them into actionable strategies.
- Demonstrate strong problem-solving skills with a focus on root cause analysis, structured thinking, and long-term solutions.
- Have experience driving large-scale hiring, ramp-ups, and workforce planning in high-growth or fast-paced environments.
- Are adept at managing escalations, critical incidents, and risk mitigation with a high sense of ownership and accountability.
- Champion continuous improvement, automation, and transformation initiatives to enhance both operational efficiency and customer experience.
- Are comfortable navigating ambiguity and leading through change in dynamic, evolving business environments.
What you can expect
- Attractive remuneration package
- Spread your wings and take ownership of your career with opportunities to network and connect with professionals in your field and involvement in cross-functional projects
- A supportive and inclusive work environment.
- Mentorship and guidance from industry professionals.
- Exposure to real-world projects and challenges in Marketing, Operations and other functions.
- Valuable skills and experience to enhance your resume.
- Complimentary 24/7 access to our learning platforms to support you in becoming who you want to be
Our Commitmentto 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 to join 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.
