Job Summary
Responsible for supporting and improving customer experiences and business processes within the FedEx Freight segment through development, measurement and communication of strategy and the OpCo strategic process, and through appropriate analysis of overall operational performance. Lead efforts in communication, education, data gathering and statistical analysis to ensure Quality Driven Management (QDM) continues to be embedded and is fully sustained in the Freight Segment
Essential Functions
- Responsible for vision, future direction, development, and administration of strategic planning program and the associated tracking and performance measurement systems (e.g. Balanced Scorecard, SQI and PSP Compass).
- Lead annual strategy program assessment, performance measurement system assessments and goal setting requirements initiatives;
- Facilitate review of systems by Senior Leadership Manage appropriate reporting and communication on strategic objectives to ensure that key initiatives are fully supported through tactical plans and business operations and ensure appropriate alignment of performance measurement systems to the strategic objectives
- Work with corporate groups to assure Freight SQI system aligns with and supports Enterprise Service Quality Indicators (ESQI) system and relevant research (e.g. corporate Customer Experience Steering Committee and Marketing Research) when needed
- Work collaboratively with other functions and disciplines to provide appropriate statistical analysis of performance measurement systems to continuously identify process improvement opportunities Support strategic projects and corporate initiatives as assigned ensuring objectives of assigned projects are accomplished within the prescribed time frame and funding parameters
- Responsible for vision, future direction, development and administration of the Quality Driven Management (QDM) program to ensure the program is embedded and appropriately sustained at FedEx Freight, when needed Manage QDM Communication and Education through appropriate functions (HR, Communications, and People Development), when needed Build and maintain solid relationships with management and business process owners throughout FedEx Freight and the FedEx organization Lead and advise teams in driving QDM adoption, improvements in operations performance measurements, and the overall customer experience
- Perform other duties as assigned
Minimum Education
Bachelor’s Degree or equivalent work experience in Business, Computer Science, Math/Statistics or other quantitative discipline.
Minimum Experience
Five (5) years’ direct experience in quantitative/analytic business, project management, transportation operations, or process improvement profession.
Knowledge, Skills and Abilities
Experience applying quality or process improvement.
Excellent knowledge of the transportation industry and cross functional departmental processes.
Strategic, critical and system thinking to creatively solve problems and use quality performance measurements to identify improvement opportunities.
Strong analytical, leadership, and project management skills.
Proven ability to learn and grow through professional development.
Excellent organizational and time management abilities.
Proficient in MS office (Excel, Outlook, Word, PowerPoint, Visio).
Experience with statistical software, reporting interfaces.
Strong presentation, verbal and written communication skills.
Ability to work independently and as a team member with proven multi-tasking abilities.