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The company is looking for a motivated individual for the profile of ACES (Customer Excellence Systems) Program Manager III for its MEATR operations team. The candidate should enjoy getting their hands dirty, working on the floor for conducting time and motion studies and analysis, and looking around the corners for solutions with the aim of optimization of cost and productivity in the last mile delivery stations.
As an ACES (Customer Excellence Systems) program manager III, you will be the subject matter expert for Rush operations driving quality and delivery experience for the Rush network. You will focus on safety, quality, and delivery associate experience agenda as well as network speed projects. The role calls for an individual who can think big to solve complex problems with simple and practical solutions by developing a deep knowledge of the operation processes, the company’s UTR, OTR, and routing technologies.
This position owns all aspects of how transportation impacts customer experience and operator experience. It requires monitoring metrics, determining, and driving initiatives to improve these experiences. Judgment and decision-making skills are critical to balance customer experience with financial impact. This role offers broad exposure to various business, financial, and technical teams within the company.
The successful candidate will excel at dealing with ambiguity and will have the ability to design and define products/programs with little information. Excellent written and verbal communication skills, the ability to create and sustain urgency, and a proven ability to lead cross-functional projects are essential, including communication across all levels and teams in the organization: senior leaders, technical teams, finance, business, and operations leaders.
Key job responsibilities
- Owning quality and delivery experience improvement roadmap.
- Collaborating with DEX and Speed on program launches.
- Conducting data-driven analysis for pilot and expansion evaluation.
- Influencing cross-functional stakeholders (DEX, Finance, Tech, Ops).
- Building scalable mechanisms (WBRs, dashboards).
- Working closely with finance BPs on planning cycles assumptions (OP1, QxG, 3YF).
- Writing 6-pagers/narratives.
Basic Qualifications
- 5+ years of program or project management experience.
- Experience using data and metrics to determine and drive improvements.
- Experience owning program strategy, end-to-end delivery, and communicating results to senior leadership.
- Bachelor's degree.
Preferred Qualifications
- 2+ years of driving process improvements experience.
- Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design, or related field.
Our inclusive culture empowers employees to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://company.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
