Company Overview

Riverstone Logistics (RLX) is committed to being an honest, reliable, dependable freight forwarding partner. Every day we are focused on fulfilling our Purpose of using our God-given talents and opportunities to love our neighbors, serve our communities, and improve our industry.

RLX provides final mile deliveries through dedicated and network models for various clients in over 26 states across the United States. We love working with new clients that are looking to enhance their customer experience through final mile deliveries.

Headquartered in Charlotte, North Carolina, RLX currently has over 700 employees and is always looking for new employees that demonstrate leadership capabilities and exceptional communication skills to grow with us at our home office as well as client sites across the United States.

Role Overview

• Mission: The Director, Shared Services Excellence exists to design, lead, and continuously improve Riverstone’s Shared Services organization, ensuring scalable administrative, dispatch, and operational support systems that enable company growth, operational efficiency, and service excellence. This leader ensures Shared Services functions operate as a strategic capability — delivering consistent execution, disciplined processes, and high-quality support that empower front-line teams and operational leadership. The Director embodies Extreme Ownership over service delivery performance, process integrity, talent effectiveness, and organizational scalability.

• Core Objective: To build and sustain a high-performing Shared Services organization that strengthens operational execution, supports Extra Milers across the company, and enables Riverstone to grow with consistency, efficiency, and alignment to its core beliefs.

• Executive Alignment & Accountability: In addition to the responsibilities outlined above, this executive is expected to honor and support the essential duties of their peers. Company-wide effectiveness requires clarity of role, disciplined ownership, and mutual respect. Leaders at Riverstone take Extreme Ownership of their responsibilities while honoring the authority and accountability entrusted to others.

*Candidates must currently reside or be wiling to relocate to the Rock Hill, SC / south Charlotte, NC area, as this position requires the ability to work onsite in our corporate HQ when not traveling.*

Who You Are (“The Ideal Candidate”)

• You are a builder of systems that serve people well.

• You understand that operational excellence depends on strong administrative and support infrastructure. When Shared Services operate effectively, front-line leaders can focus on serving customers and executing the mission.

• You practice Extreme Ownership. You bring clarity to complex workflows, establish disciplined processes, and ensure commitments made by Shared Services are consistently delivered.

• You lead with humility and service. You remove friction for others and create environments where Extra Milers can succeed.

• You are comfortable operating globally, managing distributed teams, and navigating fast-moving operational environments.

Key Characteristics We Are Looking For

• Service Infrastructure Architect: You design scalable support systems that enable organizational growth.

• Operational Excellence Leader: You drive efficiency, consistency, and disciplined execution across Shared Services functions.

• People Systems Builder: You align onboarding, training, and administrative processes with Riverstone’s culture and beliefs.

• Strategic Partner Manager: You steward complex outsourcing relationships to ensure long-term value creation.

• Data-Driven Operator: You establish KPIs, dashboards, and reporting structures that provide performance visibility.

• Extreme Owner: You take full accountability for Shared Services performance and organizational impact.

Essential Duties and Key Responsibilities

Shared Services Leadership & Performance

• Lead overall strategy, execution, and performance of the Shared Services organization.

• Ensure service level agreements (SLAs) are consistently met or exceeded.

• Establish clear performance expectations aligned with company needs.

• Provide executive-level reporting on performance, risks, and scalability readiness.

Nearshore Partnership Stewardship

• Own and steward the strategic partnership with Riverstone’s nearshore outsourcing provider.

• Ensure alignment with service expectations, cost discipline, scalability, and long-term value creation.

• Maintain governance structures supporting quality, efficiency, and compliance.

Operational Excellence & Process Optimization

• Standardize and optimize workflows across dispatch, administrative, and operational support functions.

• Strengthen internal processes to improve accuracy, reduce risk, and increase scalability.

• Establish policies, standards, and governance structures promoting operational discipline.

Growth Enablement & Organizational Scalability

• Design Shared Services systems and staffing models supporting rapid company expansion.

• Partner cross-functionally to ensure infrastructure supports multi-site operations.

• Provide extended on-site support during launches and critical operational periods.

Culture & Talent Development

• Drive and reinforce Riverstone’s purpose and core beliefs through onboarding, training, and coaching.

• Cultivate a culture of ownership, responsiveness, and continuous improvement.

• Oversee talent development and succession planning within Shared Services.

• Review and approve promotional assignments aligned with performance standards.

Cross-Functional & Client Engagement

• Represent Shared Services in executive and client-facing discussions.

• Identify operational improvement opportunities supporting service delivery and profitability.

• Communicate project updates, risks, and escalations across leadership teams.

Compliance & Risk Alignment

• Ensure adherence to contractual, legal, and operational compliance requirements.

• Partner with CAO and governance functions to safeguard operational and reputational integrity.

Travel Expectations

• This position requires extensive domestic and international travel as an essential function of the role. Travel will comprise of minimum 25-50% or more of working time and will include multi-day and multi-week assignments, extended site support, and short-notice deployment based on operational needs.

Required Qualifications (Education, Knowledge, Skills, and Abilities)

Education & Experience

• Bachelor’s degree or equivalent experience preferred.

• 5+ years of leadership experience managing teams and operational service organizations.

• Proven experience managing third-party outsourcing or offshore service delivery models.

• Strong operational and organizational leadership capability.

• Experience building performance metrics, KPIs, SLAs, and reporting dashboards.

• Excellent communication and interpersonal skills.

• Strategic thinker with strong analytical and problem-solving capability.

• Ability to operate effectively in high-growth, fast-paced environments.

• Valid passport and ability to travel extensively (non-negotiable).

Preferred Qualifications

• Experience in call center, dispatch, or shared services environments.

• Software implementation or systems transformation experience.

• Multilingual capability preferred, particularly in languages aligned with Riverstone’s nearshore operations, international travel, and expanding business footprint.

• Background in operational performance management and service excellence programs.

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.