Sales Operations Resolution Team (SORT) Manager

About the role

FedEx Express is seeking a dynamic leader to head its Sales Operations Resolution Team (SORT). In this role you will oversee the resolution of critical operational issues and support strategic initiatives across the United States and Canada, ensuring an exceptional customer experience for multiple sales segments.

Key responsibilities

• Lead, coach, and develop a high‑performing team using a train‑the‑trainer approach.
• Manage approximately 1,000 customer cases per month, driving operational excellence.
• Partner with cross‑functional partners to resolve complex customer and operational challenges.
• Build action plans, coordinate stakeholders, and ensure timely issue resolution.
• Serve as the primary liaison between Sales, Operations, and customers.
• Support strategic initiatives such as Network 2.0 rollouts.

Required profile

• Bachelor’s degree.
• 6+ years of experience in Customer Experience, Sales Support, or Operations, with a proven track record of coordinating cross‑functional teams and resolving operational cases.
• Previous leadership or people‑management experience is highly preferred.
• Advanced proficiency in written and spoken English.
• Strong analytical, organizational, communication, presentation, and leadership abilities.
• Ability to manage multiple priorities in a fast‑paced environment.

Required skills