Customer Experience Lead

1 week ago

Oakville, Canada Challenger Motor Freight Inc Full time

Job Description: Customer Experience Lead (Final Mile Industry)

Position Overview

We are seeking a highly organized and proactive Customer Expereince Lead to manage the end-to-end onboarding of new shippers in the courier (final mile) industry. This role is critical in ensuring a seamless transition for new customers, from contract signing through operational launch and post-implementation review. The Onboarding Lead will act as the primary point of contact, coordinating across internal teams—including Operations, Sales, IT, and Customer Service—to deliver a smooth and efficient onboarding experience.

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Key Responsibilities

Customer Onboarding Management

- Lead and manage the onboarding process for new shippers, ensuring a structured, efficient, and positive experience.

- Develop and maintain onboarding project plans, timelines, and milestones.

- Act as the central liaison between customers and internal stakeholders to ensure all onboarding requirements are met.

Project Management & Workflow Design

- Create process documentation, workflows, and visual charts using MS Visio.

- Build and manage onboarding project schedules using MS Project or equivalent tools.

- Design and implement automated workflows using MS Power Automate to improve onboarding efficiency and consistency.

Cross-Functional Coordination

- Collaborate with Operations, Sales, IT, and Customer Service teams to ensure all aspects of onboarding (systems integration, operational setup, service-level alignment) are completed successfully.

- Proactively identify potential risks or bottlenecks in the onboarding process and escalate solutions.

Post-Onboarding Performance Reviews

- Facilitate 30-, 60-, and 90-day post-launch performance reviews with customers and internal teams.

- Track KPIs, SLAs, and customer satisfaction metrics during the stabilization period.

- Provide insights and recommend process improvements to strengthen customer relationships and service performance.

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Qualifications & Skills

- Bachelor’s degree in Business, Operations, Supply Chain, or related field (or equivalent experience).

- 2-3 years of project management or onboarding experience, ideally within logistics, courier, or final mile delivery.

- PMP and/or Agile certification required.

- Strong knowledge of project management methodologies and tools.

- Proficiency in MS Visio, MS Project (or equivalent scheduling tools), and MS Power Automate.

- Exceptional organizational, problem-solving, and multitasking skills.

- Strong communication and stakeholder management abilities.

- Customer-centric mindset with a focus on delivering excellent service.

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