Provides day-to-day leadership and subject matter expertise for cross-functional initiatives that advance service quality and operational excellence. Leads efforts to design and implement measurement tools, reporting frameworks, and insights that improve business processes and customer outcomes. Partners closely with operations, technology, and analytics service excellence teams to support high-priority programs and change initiatives. May lead a small team or serve as a senior individual contributor responsible for driving transformation within key service domains.
Acts as a change agent throughout the Region and Network in order to influence and steer management decisions to ensure alignment and optimization of engineering and operational plans.
Uses data and root-cause outcomes from the service excellence and other teams to implement improvements and actions to optimize service levels.
Leads strategic initiatives and service impact projects focused on operational excellence and cost efficiency. Tracks progress against goals and deliverables, ensuring compliance to procedures, standards and expectations.
Synthesizes various data, metrics, reports and dashboards to provide leadership teams ongoing and comprehensive operational performance results and insights. Applies analytical and technical skills to create ways to efficiently monitor and report progress against goals.
Collaborates with leaders and functional stakeholders to help identify challenges, barriers and opportunities for actionable improvement and sustained success. Applies operational knowledge and familiarity with engineering principles to provide key insights and learnings.
Translates and/or assists leaders in the translation of enterprise objectives into actionable processes and communication plans, empowering management’s progress toward goal attainment.
Acts a liaison with operations management and functional stakeholders, including service excellence, to ensure effective communication and interpretation of operational performance data and goals. May provide follow-up, coaching and course correction guidance to operations management across the Region.
Key contributor to contingency plans for potential abnormal events.
Identifies possible gaps in adherence to ESP metrics as it pertains to scanning, pickup, delivery, loss, and damage.
Performs other duties as assigned.
Additional Job Description
Knowledge, Skills & Abilities Required:
Minimum Education
Bachelor’s degree required. Bachelor’s Degree in Engineering, Mathematics/Statistics, Computer Science, or a related quantitative discipline preferred. In addition to required experience, additional related experience may be used as an equivalent for degree requirements.
Minimum Experience
6 years analytical experience with demonstrated problem solving experience from hypothesis, through testing and development and/or Industrial engineering, Quality Process Specialist or District Staff experience required. Sr Manager experience with demonstrated problem solving hypothesis through development, engineering and QDM experience may be considered for equivalency. Experience with FedEx network and service is also required. In addition to required degree, an advanced related degree may offset experience requirements
Knowledge, Skills, and Abilities
Demonstrated industrial engineering/analytical abilities to review service data and implement possible solutions FedEx Network Operations knowledge including package routing and service concepts, policies and procedures for Surface and Air Operations
Demonstrated influencing skills to enable impact with various functions and levels of leadership
Demonstrated project management skills to lead teams and initiatives.
Time management and organizational skills necessary to manage multiple projects, appropriately prioritize workload, plan for resources to meet deadlines and goals, and respond to day-to-day functional needs.
QDM experience required and QDM expert preferred.
Technical skills
Knowledge of Business Objects, Power BI, and/or other data visualization software to interpret data and create dashboards. Demonstrated proficiency in obtaining data that may not be available in existing reports. This will require technical knowledge of various systems to obtain information from disparate sources/tools.
Knowledge, Skills & Abilities Required:
Minimum Education
Bachelor’s degree required. Bachelor’s Degree in Engineering, Mathematics/Statistics, Computer Science, or a related quantitative discipline preferred. In addition to required experience, additional related experience may be used as an equivalent for degree requirements.
Minimum Experience
6 years analytical experience with demonstrated problem solving experience from hypothesis, through testing and development and/or Industrial engineering, Quality Process Specialist or District Staff experience required. Sr Manager experience with demonstrated problem solving hypothesis through development, engineering and QDM experience may be considered for equivalency. Experience with FedEx network and service is also required. In addition to required degree, an advanced related degree may offset experience requirements
Knowledge, Skills, and Abilities
Demonstrated industrial engineering/analytical abilities to review service data and implement possible solutions FedEx Network Operations knowledge including package routing and service concepts, policies and procedures for Surface and Air Operations
Demonstrated influencing skills to enable impact with various functions and levels of leadership
Demonstrated project management skills to lead teams and initiatives.
Time management and organizational skills necessary to manage multiple projects, appropriately prioritize workload, plan for resources to meet deadlines and goals, and respond to day-to-day functional needs.
QDM experience required and QDM expert preferred.
Technical skills
Knowledge of Business Objects, Power BI, and/or other data visualization software to interpret data and create dashboards. Demonstrated proficiency in obtaining data that may not be available in existing reports. This will require technical knowledge of various systems to obtain information from disparate sources/tools.
Qualifications Requises:
Transparence Salariale:
Salaire:
Détails Supplémentaires: Job posted 6/30/2026, job unposted 7/07/2026 at 3:00pm local time.
DÉNI DE RESPONSABILITÉ
Cette description de poste est générale et ne prétend pas énumérer ni être interprétée comme une liste exhaustive de toutes les fonctions, responsabilités et qualifications exigées des employés dans ce poste. Le ou la titulaire devra effectuer toute autre tâche assignée, atteindre les seuils minimaux requis pour les tests et formations obligatoires, travailler dans un environnement Windows, suivre avec succès les formations périodiques et maintenir les accréditations annuelles si applicable, et travailler sur différents quarts selon les besoins opérationnels. Les titulaires au Québec doivent être bilingues (français et anglais). En plus des critères habituels de sélection, les candidats aux postes exigeant la conduite comme compétence fondamentale doivent détenir un permis valide (ex. classe 5, G ou 1[AZ]) et présenter un dossier ne comportant pas plus de deux infractions et/ou accidents dans les 24 mois précédant la candidature. Les candidats seront également évalués selon : 1) leur relevé annuel de conduite ; 2) leur performance en entrevue ; et 3) leurs résultats aux évaluations de conduite administrées.
Énoncé sur l’équité en emploi
FedEx valorise la diversité et l'inclusion dans son milieu de travail. Notre entreprise accueille des talents issus de tous les horizons, à l'image de notre clientèle et des communautés que nous servons. Nous offrons un environnement sécuritaire et respectueux où chaque personne peut s'épanouir. Nous invitons particulièrement les femmes, les personnes en situation de handicap, les Autochtones, les membres des communautés culturelles et 2ELGBTQ+ à soumettre leur candidature. Notre équipe des ressources humaines adaptera le processus de recrutement selon vos besoins spécifiques.
