COMPANY OVERVIEW
Riverstone Logistics (RLX) is a big and bulky supply chain powerhouse delivering seamless final mile, middle mile, warehousing, fulfillment, and storage solutions through a nationally integrated platform.
Founded in 2017 by five partners who believed logistics could be built around something bigger than moving freight, we began with furniture delivery and grew into a nationwide provider serving complex supply chains across the United States.
We are a purpose-driven company. We exist to use our God-given talents and opportunities to love our neighbors, serve our communities, and improve our industry. That purpose shapes how we lead our teams, how we partner with our customers, and how we take ownership of every delivery.
Our people, who we call Extra Milers, bring genuine integrity and care to every mile. If you lead well, communicate with clarity, and want your work to mean something, we want to meet you. If you're looking for a place where people genuinely matter, you've found it.
ROLE OVERVIEW
- Mission: The Shared Services Program Manager is responsible for executing the strategy, performance, and development of Riverstone’s Shared Services team — ensuring this function operates as a seamless extension of the business. This leader serves as the primary point of contact for Riverstone’s Shared Services partner while driving training, development, and operational excellence across Tier 1 support functions, including operations coordination and compliance (claims).
- Core Objective: Build and scale a high-performing Shared Services organization that delivers operational excellence, strengthens compliance, and enhances customer experience — while developing team members as true Extra Milers aligned to the RLX Way.
WHO YOU ARE (“THE IDEAL CANDIDATE”)
- You are a structured operator who knows how to take ownership of a Shared Services function and make it feel fully integrated into the business.
- You are not simply managing a vendor — you are building a capability engine.
- You bring discipline, accountability, and clarity to operations while also being deeply invested in developing people and improving performance over time.
- You are comfortable working across functions, aligning workflows, and ensuring that training and development efforts directly support operational outcomes.
- You use data to identify gaps, improve performance, and drive measurable results.
- You lead with ownership, consistency, and a commitment to building a team that reflects Riverstone’s expectations for excellence.
KEY CHARACTERISTICS WE ARE LOOKING FOR (EXAMPLES BELOW)
- Shared Services Integration Leader: Ensures offshore/nearshore teams operate as a true extension o the business.
- Learning & Capability Builder: Designs and implements training programs that improve performance and build long-term capability.
- Ownership-Oriented Operator: Takes full accountability for outcomes and holds others to clear performance standards.
- Organizational Navigator: Understands cross-functional workflows and aligns training with operational needs.
- Data-Driven Problem Solver: Uses metrics and QA insights to improve performance and processes.
- Influencer & Connector: Builds alignment across operations, compliance, and leadership teams.
ESSENTIAL DUTIES AND KEY RESPONSIBILITIES
Shared Services Partner Management
- Serve as the primary point of contact for the Shared Services partner.
- Maintain consistent communication and alignment with partner leadership.
- Ensure Shared Services operates as an integrated extension of Riverstone.
Performance Management & SLA Oversight
- Partner with Operations to establish and maintain SLAs, KPIs, and performance expectations.
- Monitor daily and weekly performance across Shared Services functions.
- Identify performance gaps and implement corrective actions.
- Lead regular business reviews (WBRs/QBRs) to drive accountability and continuous improvement.
Training & Development Execution
- Own the training and development strategy for Shared Services team members.
- Design and implement onboarding programs for new hires.
- Develop role-specific training for:
- Operations coordination
- Compliance and claims handling
- Deliver ongoing training to reinforce performance standards and improve capability.
Quality Assurance & Process Improvement
- Build and manage quality assurance (QA) frameworks across Shared Services functions.
- Conduct QA reviews to ensure accuracy, compliance, and service quality.
- Use QA results and operational data to identify trends and improvement opportunities.
- Implement process improvements and standardized workflows.
Cross-Functional Alignment
- Act as the bridge between Shared Services and internal stakeholders.
- Ensure workflows align with Operations, Compliance, and leadership expectations.
- Communicate changes, updates, and performance insights to relevant teams.
Cultural Integration & Engagement
- Reinforce Riverstone’s culture and expectations within the Shared Services team.
- Ensure team members operate as true Extra Milers aligned to the RLX Way.
- Support engagement initiatives that promote ownership, accountability, and team development.
REQUIRED QUALIFICATIONS (EDUCATION, KNOWLEDGE, SKILLS, AND ABILITIES)
Education & Experience
- High school diploma required; Bachelor’s degree preferred
- Prior experience managing or supporting Shared Services or call-center operations required
- Experience designing and implementing training programs
- Strong verbal and written communication skills
- Strong presentation and facilitation skills
- Experience with needs assessment, content creation, and workshop facilitation
- Familiarity with e-learning tools and multimedia training platforms
- Strong analytical skills and ability to interpret performance data
- Proficiency in Microsoft Office Suite and related tools
- Spanish language proficiency is a plus
PHYSICAL DEMANDS AND WORK ENVIRONMENT
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to communicate effectively with coworkers and outside stakeholders in person both on the telephone and via email and other computer related messaging. The employee is occasionally required to maneuver about the work areas and move/manipulate various objects and there may be an occasional need to lift up to 50 pounds. This position may require extended work hours and travel.
NOTE
This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.