Director, Customer Experience - Convoy

Convoy is transforming the $800 billion trucking industry, where even 10 years ago, most truck drivers did not have smartphones and paper driver logs were common. In 2015, Convoy launched the digital freight movement with an open and fully connected marketplace for brands and manufacturers to work directly with freight carriers who move truckload shipments throughout the country. This ‘Digital Freight Network’ is powered by machine learning and automation, and supported by a broad, ever-growing set of features that benefit both sides of the marketplace.

We’ve been honored to work with some great companies, such as Unilever, The Home Depot, and Procter & Gamble. We’ve also been backed by world-class investors, including Google, YCombinator, Fidelity, Greylock Generation, Lone Pine, T. Rowe Price, Baillie Gifford and the founders and CEOs of Amazon, Salesforce, eBay, LinkedIn, Expedia, Dropbox, Starbucks, and others. We are proud to have been named a CNBC Disruptor 50 Winner (3x), a Fast Company World Changing Idea, a LinkedIn Top Startup, a Forbes' Best Startup Employer, one of Fortune Magazine's 'Impact 20' list, a best place to work in Washington State, a BloombergNEF Pioneer winner, and more.

This is your opportunity to collaborate with an incredible group of people and help transform the freight industry. Join Convoy and help us transport the world with endless capacity and zero waste.

About the team: 
Our Customer Experience team resides in multiple locations in North America, and includes business process outsourcing teams internationally.  We provide effortless, trusted freight solutions for our customers.  This two sided marketplace is made up of shippers and carriers, where we help optimize efficiency and reduce carbon emissions. You will be part of a fast paced, dynamically growing team. 

About you:
- You are an experienced, results-driven, empathetic leaders who are eager to attack unfamiliar problems with curiosity, resilience, and a bias for action.
- You have led teams of 200+ people, and are able to marshal your team to meet extraordinary goals. You can recruit, hire, and coach people in your organization to become incredible leaders. You hold your team to high standards and are passionate about people development. 
- You are someone with a strong customer obsession, experienced in process and product improvement to deliver outstanding results to a variety of internal and external customers. 
- You’re data-driven, skilled in defining goals and achieving results, and you excel in an intense, dynamic work environment. 
- You are tech-savvy and also work well across an organization, forming strong partnerships with internal stakeholders in Operations, Product, and Engineering teams and critical external third parties.
- You define metrics to measure performance, set goals for improvement in each area, and work with the responsible teams to systematically improve and sustain high performance. 
- In this highly-visible role, you’ll be responsible for growing, managing, and reporting on both day-to-day operations and strategic projects that enable Convoy to scale.

Last updated: 802 days ago

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