- Lead and manage a team by training, developing and coaching team members on a consistent basis- Oversee the daily operations of the NDC to ensure that couriers are being properly dispatched to provide the most effective pick-up and delivery service through coaching, software, and other tools- Provide updates to leadership on PUD & SDC Metric performance- Achieve daily business objectives in order to meet company goals by providing direction to teammembers and managing expectations through organization, direction and implementation ofdepartmental processes and procedures- Manage annual budget, which includes all expenses related to NDC Operations, field van, courier fleet and third party courier expense as well as individual support cost.- Actively identify potential cost savings and increase efficiencies in dispatch center and field operations- Collaborate with third-party vendors responsible for providing courier services to maintain service level at - optimal costProvide updates as needed keeping management informed of potential customer problems, makerecommendations for resolving issues and, when necessary, escalate to executive team for assistance inproblem resolution- Present operational updates to executive management team in both written and presentation format- Manage the development, strategic direction and ongoing activities of the National Dispatch CenterInterface and partner with FedEx Office's field leadership to develop efficient routes and understand fieldand customer needs by enabling ongoing improvements- Collaborate with internal support teams and third party vendors for dispatch Command Center onplanning, development, enhancements and ongoing operations improvements- Execute contingency plans for various unpredicted scenarios (i.e., ice storms, civil unrest, poweroutages, and other special circumstances

- Lead and manage a team of 70+ responsible for supporting the National Field Operations- Maintain and continually evolve Peloton’s systems and processes including but not limited to training, policies, schedules and disaster planning for the Field Operations network- Collaborate across internal Peloton teams, serving as the point of contact and problem solver regarding all stages of the delivery and service process - Ensure proper workforce plans are in place to support inbound and outbound contacts that occur during the delivery and repair experiences- Create, source and leverage operational, financial and Member experience data to measure performance and identify opportunities to prepare the organization for large-scale growth- Develop and support hiring and training plans to ensure staffing and proficiency are in alignment with the business plans of the organization, including the various seasonal patterns that exist- Develop a strategy to expand our support capabilities across existing and new areas of the business

- Lead and manage a team by training, developing and coaching team members on a consistent basis- Manage the efficient use of internal couriers versus third party courier services- Evaluate productivity of the courier and Dispatcher- Perform duties of a Dispatcher, when circumstances deem necessary- Schedule Dispatchers’ work hours to properly cover normal hours of operations- Resolve issues as escalated by customers and couriers- Provide ad hoc reporting as requested by senior management- Consult with Sales, National Bid Center and the Network Fulfillment Center on high value orders/customers to determine optimum production and transportation solutions- Partner with senior management to come up optimal revenue opportunities in regards to local/same day delivery of print orders to the customers- Work different shifts as the needs of the business/team dictate- All other duties as needed or required

- Manages a diverse team of 35 pick-up and delivery couriers in the DFW market for both external customer and internal deliveries- Responsible for making sure that SDC couriers receive proper training; that all equipment is operating properly, and performs routine audits and ride-alongs to confirm that all couriers are following proper procedures- Serves as a liaison with National Dispatch Center for all courier-related communications and issues- Work closely with Sales team to enhance customer experience, improve customer understanding of the SDC offering, and help implement customized operations as needed- Acts as the champion to implement programs and process changes in the field- Coach, train, discipline and/or terminate team members when performance issues or violations of FedEx Office Standard Operating Procedures and/or FedEx Office policies and procedures occur - Evaluate the efficiency and productivity of team members based on established performance standards and objectives, including conducting regular Operations Reviews and Performance Appraisals- Onboard team members and monitor new hire orientation procedures- Responsible for on-time performance in local market - Coordinate with appropriate agencies and FSO departments to handle accidents and maintenance issues- Coordinate equipment replacement and maintenance of handheld device in conjunction with National Dispatch Center support personnel- Responsible for ensuring couriers have appropriate external badges and security access- Monitor money-back guarantee activity and performance investigations as required

- Planned the routing and job scheduling of Couriers to pick-up and deliver orders from/to the customer, Office and Print Centers and Automated Document Facilities using a dispatch software- Coordinated pick-up and delivery requests using a third party vendor when the customer experience could have been compromised- Monitored current schedule of couriers to ensure a balanced workload and conducted reassignments as necessary- Communicated all relevant details of the pick-up and/or delivery to the courier and customer to ensure proper execution- Communicated with the customer to ensure awareness of all pick-up and/or delivery times and special instructions