Learning & Development Program Manager, Shared Services

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