Mgr-Cust Exper Tech Support

This position will be domiciled at a FedEx Freight locations in Memphis, TN, Harrison, AR. You will be required to work at a FedEx Freight Location several times per week. **POSITION OVERVIEW:** Lead and manage customer escalations, defect resolution, and ongoing support for Customer Experience (CE) technologies—including .com platforms and automation tools—to ensure smooth, efficient interactions for customers and internal teams. Serve as a key liaison between CE and IT, driving alignment, prioritization, and timely issue resolution while mentoring teams to deliver high-quality, customer-focused outcomes and continuously improve the support experience. **ESSENTIAL FUNCTIONS:** - Lead teams supporting CE technologies—including .com platforms and automation tools—focusing on integration, defect resolution, and Level 2 (L2) escalation support. - Manage customer escalations, ensuring timely resolution, clear communication, and strong customer satisfaction. - Oversee L2 support processes, including triage, root cause analysis, and resolution of complex, customer-impacting issues. - Provide deep technical engagement, actively contributing to business requirements, and supporting application testing and validation efforts. - Partner with business and IT stakeholders to align systems with customer journeys, operational needs, manage system dependencies and ensure seamless solution delivery. - Support migration and transformation initiatives, ensuring continuity and scalability of CE platforms. - Ensure system availability, performance, and reliability to minimize customer disruption. - Direct incident management and communications, including proactive updates on outages and service interruptions. - Drive continuous improvement through process optimization and automation to enhance efficiency and scalability. - Manage vendor relationships, ensuring performance, SLA adherence, and alignment with business goals. - Collaborate with vendors and internal teams to improve service delivery and support operational scaling. - Lead and develop teams, fostering accountability, continuous improvement, and a customer-focused culture. - Comply with all applicable laws/regulations, as well as company policies/procedures. - Perform other duties as assigned. **Disclaimer:** This job description is general in nature and is not designed to contain or to be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to the job. **QUALIFICATIONS:** - Bachelor’s degree in Information Technology, Business Administration or a related field. - Five (5) years of experience in program management, technology implementation, contact center operations, customer experience, or technical support. - Experience with contact center technologies, including voice, web support, and customer interaction platforms. - Strong background in training, knowledge transfer, and development of documentation (e.g., SOPs, training materials). - Proven ability to influence and collaborate with cross-functional stakeholders, including business, IT, and leadership teams. - Excellent verbal and written communication skills, with the ability to simplify complex technical concepts. - Demonstrated leadership experience, including mentoring, coaching, and driving team performance. - Hands-on experience managing escalations, troubleshooting complex issues, and resolving defects in customer-facing environments. - Strong analytical and problem-solving skills, with a focus on root cause analysis and continuous improvement. - Ability to thrive in a fast-paced environment while managing multiple priorities effectively. **WORK CONDITIONS:** - Some travel required EST FedEx Freight, Inc FedEx Freight is an Equal Opportunity Employer, including disabled and veterans. If you have a disability and you need assistance in order to apply for a position with FedEx Freight, please e-mail at ADAAssistance@fedexfreight.com. FedEx Freight will not…