Mgr-Learning Sys & Cont Impr

POSITION OVERVIEW

Drives a culture of quality and customer experience excellence by embedding Quality Driven Management (QDM) principles into processes, projects, and performance improvement initiatives. Partners across functions to enhance the business's ability to deliver superior customer experiences through continuous improvement. Leads strategies for designing, creating, and implementing multi‑media training and performance support tools that influence behavior and elevate service quality.

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.

• Bachelor's degree/equivalent
• Five (5) years related to quality, continuous improvement, training, marketing, human resource development experience, customer experience, course curriculum design, business planning, and/or project management
• QDM Expert with experience in applying quality principles to enhance customer experience and operational excellence
• Strong knowledge of customer experience strategies, journey mapping, and service quality improvement
• Knowledge of training systems and design, including digital learning platforms and performance support tools
• Highly customer-focused and adaptable, with the ability to translate customer insights into actionable improvements
• Strong leadership, interpersonal, collaborative, and communication skills to influence and drive CE initiatives across teams
• Strategic thinking and planning abilities to align CE programs with organizational goals
• Advanced problem‑solving skills and ability to apply continuous improvement methodology to training design, development, and CE processes
• Strong knowledge of human cognition, adult learning theory, and design/delivery techniques that leverage experience mapping curricula, developing performance support material, and crafting instructor guides and participant guides for instructor‑led training
• Good knowledge of project management techniques and processes to manage CE‑related projects effectively
• Experience and ability to use Microsoft Office Software, including Word, Excel, PowerPoint, and Outlook

• Some travel required

This position will be domiciled at a Fed Ex Freight location in Memphis, TN or Harrison, AR. You will be required to work at a Fed Ex Freight location several times per week.

Fed Ex Freight is an Equal Opportunity Employer, including disabled and veterans.

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Fed Ex Freight will not discharge or in any other manner discriminate against any employee or applicant for employment because such employee or applicant has inquired about, discussed, or disclosed the compensation of the employee or applicant or another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.