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Ryder System Group Director Customer Service Logistics - Last Mile (Remote) in Columbus, Ohio

Current Employees:

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Position Description

The Group Director for Ryder Last Mile will be responsible for Ryder Last Mile operations for a number of locations. Responsible for the operations management, safety, labor, financial and customer relations at those locations following the Supply Chain Solutions and Ryder Last Mile strategy. And, the Group Director will be responsible for the customer service center based in New Albany, OH.

The core functions of the position include strategic and tactical decision-making related to customer service levels, fostering high-quality relationships with owner/operators, and developing and executing a strategy focused on customer facing solutions. This role will facilitate and drive results in a fast-paced environment, leveraging strong interpersonal and leadership skills, including creating and fostering a collaborative culture and high performing team. This is a highly visible role requiring a continuous improvement mindset coupled with customer driven innovation to achieve both financial and performance targets.

Key responsibilities:

  • This role is responsible for leading, coaching, training and guiding Directors and Group Logistics Managers

  • Create and lead a world class last mile delivery team. Lead the operations and customer service team

  • Oversee the Operations & Customer Service team to ensure customer orders are accurate and timely and that service levels are achieved

  • Lead the effort to optimize the customer service function across the business

  • Ensure the management of the call center to deliver exceptional customer service. Lead the development and communication of service performance KPI’s.

  • Provide clear direction to the team on strategic initiatives, priorities, and system/process changes

  • Develop, lead and coach the team to continuously improve processes and performance

  • Establish a long-term vision for the department’s structure and operating model

  • Ensure key performance metrics are understood and actioned accordingly, including root cause investigation and leading cross-team efforts to drive necessary improvements. Assist in the development and refinement of critical KPI’s and the associated targets

  • Develop functional area KPI review meetings, discuss trends or concerns, and develop improvement plans

  • Identify and lead customer-facing, continuous improvement projects

  • Partner with customers to successfully plan and execute phase in/outs, national and local promotions, new product launches, and holidays

  • Collaborate with peers to identify key technologies and solutions to enhance innovation and our competitive advantage in Supply Chain.

  • Challenge the status quo – strive for continuous improvement and customer-centricity in all aspects of decision making

  • Leverage industry standards and best practices to develop and implement a strategic roadmap

  • Develop strong stakeholder management. Develop and maintain collaborative and trusting relationships with customers, suppliers, and business partners.

  • Provide thought leadership in customer driven projects, with a customer centric mindset

  • Partner with customers to understand their processes and challenges with the goal of developing solutions

Required Skills and Experience:

  • Bachelor’s degree required, preferably in Supply Chain, Business, Analytics, or Engineering

  • 10+ years of related Supply Chain experience

  • Previous experience in leading large teams

  • Multi-site management experience

  • Demonstrates extensive knowledge of supply chain management and strategy, including the associated value/cost drivers

  • A transformational leadership approach that continually looks for opportunities for improvement

  • Strong cross-group collaboration and the ability to lead and influence others

  • Strategy development and ability to successfully manage and execute large scale projects

  • Proficiency with analytics tools and concepts

  • Exceptional interpersonal communication skills with the ability to communicate and engage internally and externally at all organizational levels, including the ability to cultivate and sustain strong professional relationships

  • Outstanding capabilities in identifying and developing talent

  • Provide strong and visible leadership

  • Able to analyze trends and information and develop insight-driven recommendations for leadership consideration with respect to supply chain

  • Travel required – up to 30%

Job Category: Operations and Support

Ryder is proud to be an Equal Opportunity Employer and Drug Free workplace. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, among other things, or status as a qualified individual with disability.

Job Seekers can review the Job Applicant Privacy Policy by clicking HERE. (https://ryder.com/job-applicant-privacy-policy)