Shared Services Program Manager

Job Description

Job Description

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.

**Our corporate headquarters is moving to Rock Hill, SC in July 2026. To be considered, candidates must be willing to work onsite in Rock Hill, SC five days per week.**

Role Overview

• Mission: The Shared Services Program Manager is responsible for leading the operational execution, performance management, and continuous improvement of Riverstone’s Shared Services function. This role ensures Shared Services operates as a reliable, accountable, and fully integrated extension of the business, delivering consistent support across Tier 1 functions, including operations coordination, compliance support, and claims-related workflows.

This leader serves as the primary operational point of contact for Riverstone’s Shared Services partner and is accountable for ensuring performance expectations, service levels, quality standards, workflow discipline, and communication practices are clearly defined and consistently executed.

Training and development are important responsibilities of the role, but they serve as a secondary focus designed to support operational readiness, improve accuracy, reduce performance gaps, and build long-term capability within the Shared Services team.

• Core Objective: Build and scale a high-performing Shared Services operation that consistent execution, strengthens compliance, improves service quality, supports the field, and enhances the customer experience — while developing team members as true Extra Milers aligned to the RLX Way.

Who You Are (“The Ideal Candidate”)

• You are an operationally minded leader who knows how to bring structure, clarity, and accountability to a Shared Services function. You understand how to manage daily execution, monitor performance, identify workflow breakdowns, and drive measurable improvements.

• You are not simply managing a vendor relationship. You are leading an operational support function that must perform as a seamless extension of Riverstone’s business.

• You are comfortable working across Operations, Compliance, Claims, and leadership teams to align expectations, improve workflows, resolve issues, and ensure service delivery meets business needs.

• You use data, SLAs, KPIs, QA findings, and stakeholder feedback to understand what is working, what is not working, and where improvement is needed.

• You also understand that training is most valuable when it solves an operational problem. You can identify when gaps are caused by unclear processes, lack of knowledge, inconsistent expectations, or performance issues, then help create practical training and support resources that improve execution.

Key Characteristics We Are Looking For (Examples Below)

• Operational Execution Leader: Owns daily performance, workflow execution, issue resolution, and service delivery across Shared Services functions.

• Shared Services Integration Leader: Ensures offshore, nearshore, or external partner teams operate as a true extension of Riverstone’s business.

• Performance and SLA Manager: Establishes, monitors, and manages KPIs, SLAs, productivity expectations, and quality standards.

• Process Improvement Driver: Identifies workflow gaps, removes friction, standardizes processes, and improves consistency across teams.

• Quality and Compliance Partner: Uses QA results, compliance expectations, and operational data to improve accuracy, reduce risk, and reinforce standards.

• Cross-Functional Connector: Builds alignment between Shared Services, Operations, Compliance, Claims, and leadership teams.

• Training Enablement Partner: Supports onboarding, role readiness, job aids, and targeted training that directly improve operational performance.

• Ownership-Oriented Operator: Takes accountability for outcomes and follows through until issues are resolved.

• Data-Driven Problem Solver: Uses metrics, trends, and feedback to identify root causes and drive practical solutions.

Essential Duties and Key Responsibilities

Shared Services Operations Management

• Serve as the primary operational point of contact for the Shared Services partner, ensuring alignment, communication, and follow-through.

• Manage daily and weekly performance to ensure work is completed accurately, efficiently, and within expected service levels.

• Clarify roles, workflows, escalation paths, and performance expectations so partner teams can execute consistently.

• Monitor productivity, quality, turnaround times, issue trends, and service consistency to identify risks and performance gaps.

• Drive timely issue resolution and ensure Shared Services operates as an integrated extension of Riverstone.

Performance Management & SLA Oversight

• Partner with Operations, Compliance, Claims, and leadership to define and maintain SLAs, KPIs, quality standards, and performance expectations.

• Monitor Shared Services performance against agreed-upon metrics and use data to identify trends, gaps, and corrective actions.

• Lead regular performance reviews with partner leadership to evaluate results, address issues, and drive accountability.

• Escalate service, quality, timeliness, or accountability concerns when expectations are not met.

Workflow and Process Improvement

• Review and improve Shared Services workflows to increase efficiency, accuracy, clarity, and consistency.

• Partner with internal teams to document, standardize, and communicate operating procedures and process changes.

• Identify root causes of recurring issues and lead corrective action planning to prevent repeat problems.

• Ensure workflows remain scalable, practical, field-aware, and aligned with operational needs.

Quality Assurance & Operational Accuracy

• Build and manage QA processes that measure accuracy, compliance, service quality, and workflow consistency.

• Use QA results to identify performance trends, process gaps, coaching needs, and training opportunities.

• Partner with Compliance and operational leaders to ensure work meets Riverstone standards.

• Support corrective actions and reinforce clear, measurable quality expectations.

Cross-Functional Alignment and Communication

• Act as the bridge between Shared Services and internal teams, including Operations, Compliance, Claims, and leadership.

• Ensure workflows, expectations, and service delivery align with business needs and operational priorities.

• Communicate performance updates, process changes, service risks, and improvement plans to the appropriate stakeholders.

• Build strong working relationships that improve communication, accountability, and issue resolution.

Training and Performance Enablement

• Support onboarding and role readiness by ensuring Shared Services team members have the tools, job aids, and process documentation needed to succeed.

• Partner with Learning & Development, Operations, Compliance, and partner leadership to address training needs tied to performance gaps.

• Support role-specific training for operations coordination, compliance support, claims handling, systems, workflows, and escalation procedures.

• Use operational data, QA findings, and stakeholder feedback to ensure training improves performance and execution.

Culture, Engagement, and Accountability

• Reinforce Riverstone’s expectations for ownership, accuracy, responsiveness, accountability, and operational excellence.

• Help Shared Services team members understand how their work supports the field, customers, and overall business performance.

• Promote a culture of consistency, follow-through, continuous improvement, and service-minded execution.

• Support engagement efforts that help Shared Services team members operate as true Extra Milers aligned to the RLX Way.
  

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 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.