VP Global Programs

This executive will serve as the Global Process Owner (GPO) for the Onboard to Collect (OTC) mega process, which encompasses the entire customer journey from onboarding to collection of payment for our services.

Essential Functions

• Own the end-to-end, redesign of the on board to collect (OTC) value stream, from customer onboarding through billing, payment and collections
• Ensure seamless handoffs across functions (Sales, Customer Experience, Product, Finance, Data & Technology, Legal)
• Work closely with all functions tied to the OTC experience to eliminate siloes and manage the process horizontally, not departmentally
• Define and protect customer experience standards across onboarding, billing accuracy, payment ease and dispute resolution
• Reduce customer friction and ensure the value stream delivers speed, clarity and trust for customers
• Define enterprise-level KPIs and track performance end-to-end, versus by department
• Establish and/or refine standard enterprise processes, including partnering with Data & Technology and Digital teams to automate and simplify
• Lead continuous improvement and transformation efforts to build modern and simplified processes centered on the customer experience

Minimum Education

• Bachelor's degree/ equivalent required; MBA or advanced degree preferred

Minimum Experience

• Ten (10) years in related back-office business experience (e.g. finance, marketing, procurement, customer experience), which includes five (5) years in management/leadership position.

Knowledge, Skills, and Abilities

• Proven track record of successfully leading strategic initiatives in global and matrixed environments
• Experience leading large enterprise scale business process transformations: business process reengineering using technology to automate business processes, ideally working knowledge and experience in Agentic
• Experience leading a global process design tied to enterprise transformation
• Strong leadership and team-building skills
• Strong business acumen across all functional disciplines with the ability to connect capability strategies to operational and financial outcomes
• Exceptional communication skills and executive presence; comfortable presenting to C-suite stakeholders
• Strong analytical, data-driven, problem-solving, and digitally savvy mindset with comfort leading digital and analytics transformations
• Ideal candidate will have experience leading large scale, global business transformation initiatives spanning multiple functions and, or business units. You should have an understanding of the end-to-end, back-office value chain of a typical, global Fortune 100 company

Preferred Qualifications: OTC experience, Agentic AI experience, global process automation

Pay Transparency:

Pay:

Additional Details: There will be 30-50% travel

Federal Express Corporation is an Equal Opportunity Employer including, Vets/Disability.

Reasonable accommodations are available for qualified individuals with disabilities throughout the application process. Applicants who require reasonable accommodations in the application or hiring process should contact recruitmentsupport@fedex.com.

Applicants have rights under Federal Employment Laws:

• Know Your Rights
• Pay Transparency
• Family and Medical Leave Act (FMLA)
• Employee Polygraph Protection Act

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