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.

Technical Skills

QDM experience required and QDM expert preferred.

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

Preferred Qualifications:

Pay Transparency:

Pay:

Additional Details: Job posted 6/30/2026, job unposted 7/07/2026 at 3:00pm local time.

DISCLAIMER

This job description is general in nature and is not designed to contain or to be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to the job. The incumbent of this position is expected to perform all other duties as assigned, must be able to complete and achieve minimum thresholds on any mandatory testing and training, must be able to operate in an PC windows environment, have the ability to successfully complete all recurrence training and maintain annual accreditations where applicable and work varying shifts based on business needs. If the incumbent resides in the province of Quebec, you must be bilingual (French and English). In addition to the usual factors used in the selection process, all candidates for positions that require driving as a core competency require a valid driver's license (e.g. Class 5,G, or 1[AZ]) and a driving record with two or fewer violations and/or accidents in the 24 months prior to the date of application. Further, candidates will be assessed through careful consideration of: 1) their current driver's abstract; 2) their performance during application interviews; and 3) their performance on any driver competency assessments administered

Employment Equity Statement

At FedEx our value of Taking Care of Each Other is reflected in our commitment to being an inclusive employer, one that represents the diversity of our customers and the communities in which we serve. We foster respectful, safe and inclusive workplaces where everyone is valued for their unique contributions. Applications from all qualified candidates are welcome. We encourage women, persons with disabilities, Indigenous persons, and people from culturally diverse and 2SLGBTQ+ communities to apply. Please let us know if you need an accommodation during the recruitment and selection process. We will work with you to support your needs.