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.
**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 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.
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.
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.
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.
Performance Management & SLA Oversight
Partner with Operations, Compliance, Claims, and leadership to define and maintain SLAs, KPIs, quality standards, and performance expectations.
Workflow and Process Improvement
Review and improve Shared Services workflows to increase efficiency, accuracy, clarity, and consistency.
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.
Cross-Functional Alignment and Communication
Act as the bridge between Shared Services and internal teams, including Operations, Compliance, Claims, and leadership.
Communicate performance updates, process changes, service risks, and improvement plans to the appropriate stakeholders.
Training and Performance Enablement
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.
Culture, Engagement, and Accountability
Reinforce Riverstone’s expectations for ownership, accuracy, responsiveness, accountability, and operational excellence.
Promote a culture of consistency, follow-through, continuous improvement, and service-minded execution.
Required Qualifications (Education, Knowledge, Skills, and Abilities)
Education & Experience
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.
