The Director of Driver & Customer Support is responsible for leading all driver-facing and customer-facing support operations across a fast-paced, high-volume last-mile delivery network. This role oversees the strategy, execution, and performance of support functions that directly impact delivery operations, customer experience, driver satisfaction, and operational efficiency.
The Director will lead cross-functional support teams responsible for resolving delivery escalations, customer concerns, driver issues, and operational disruptions while ensuring consistent service standards across all markets. This position partners closely with Operations, Logistics, Fulfillment, Workforce Management, HR, Product, and FL Headquarters leadership to drive scalable support processes, workforce performance, compensation administration, reporting alignment, and operational excellence.
The ideal candidate is a strong operational leader with experience managing large-scale support organizations within logistics, delivery, marketplace, e-commerce, or high-growth operational environments.