Supervise and mentor a regional customer experience team, ensuring high service and customer satisfaction standards. Handle escalated concerns, coordinate with operations and sales, provide performance reporting, coach employees, support hiring and onboarding, deliver training, identify service gaps, and recommend improvements. The role requires travel to other terminals, less than 10% of the time, and includes general office responsibilities.

Supervise and mentor a regional customer experience team, ensuring high service and customer satisfaction. Responsibilities include training, onboarding, coaching, discipline, hiring participation, escalated issue resolution, performance reporting, and identifying service improvements. The role collaborates with operations and sales leaders, performs general office duties, and travels less than 10% to support other terminals.

Partners with leaders and management on HR strategy, employee relations, benefits, workers’ compensation, leave administration, onboarding, compliance, engagement, training, and HR reporting. Advises on federal and multi-state employment regulations, analyzes workers’ compensation claims, supports HR projects, mentors HR generalists, and helps improve HR processes and talent development. The role is onsite in Auburn, Washington four days weekly after training, with occasional overnight travel to terminal locations or training events.