Josh Phelps
Rancho Cordova
Summary
Experienced Senior Manager with more than 25 years of progressive leadership at FedEx, advancing through frontline, operational, and senior management roles. Demonstrated success leading three facilities across two districts and supporting five Directors, ensuring stability, performance consistency, and strategic alignment across diverse operational environments. Known for strengthening service reliability, improving operational discipline, and driving cross-functional initiatives that enhance customer experience and operational excellence. Skilled in QDM, measurement tool development, reporting frameworks, and data-driven insights that improve business processes and customer outcomes. Experienced in partnering with operations, technology, and analytics teams to support high-priority programs and transformation within key service domains.
Forward-thinking Senior Manager adept at managing teams of 150 employees with 6 direct reports to accomplish challenging objectives. Imparts clear vision to guide cohesive, high-performing teams.
Versatile Senior Manager skilled at planning, implementing and overseeing key improvements to drive business growth and efficiency. History of cultivating an open culture with free exchange of information. Pursuing new professional challenges with a growth-oriented company.
Overview
1
1
Certification
27
27
years of professional experience
Work History
Senior Manager, Operations & Service Excellence
FedEx
11.2010 - Current
- Provide day-to-day leadership and subject matter expertise for cross-functional initiatives that improve service quality and operational excellence.
- Lead efforts to design and implement measurement tools, reporting frameworks, and performance dashboards that enhance visibility and strengthen business processes.
- Partner closely with operations, technology, and analytics service excellence teams to support high-priority programs and enterprise change initiatives.
- Manage operational performance across three facilities in two districts, ensuring alignment, continuity, and consistent service outcomes.
- Supported five Directors, adapting leadership approach to diverse strategic priorities while maintaining high performance and organizational stability.
- Deliver actionable insights through QDM-based analysis, root-cause identification, and targeted corrective actions that reduce defects and improve ESP compliance.
- Develop and refine reporting mechanisms that accelerate decision-making and improve customer outcomes through rapid visibility and issue resolution.
- Serve as a senior individual contributor driving transformation within key service domains, influencing process design, communication, and execution.
- Collaborate with AGFS, Sales, Engineering, Technology, and Analytics teams to align priorities and remove barriers.
- Contribute to contingency planning and lead operational risk mitigation strategies that strengthen reliability and business continuity.
Operations Manager
FedEx
06.2006 - 11.2010
- Directed multi-workgroup operations, ensuring service reliability, safety compliance, and workforce performance.
- Led teams to exceed on-time delivery targets and customer satisfaction goals through disciplined execution.
Courier
FedEx
09.1999 - 06.2006
- Delivered safe, accurate, and timely service while maintaining strong customer relationships and scanning integrity.
Education
Associate Degree -
Cuesta Community College
San Luis Obispo, CAAviation Studies
San José State University
San José, CASkills
- Cross-Functional Leadership
- Service Quality & Operational Excellence
- Measurement Tools & Reporting Frameworks
- Data-Driven Insights
- Process Improvement & Transformation
- Operational Risk Management
- Business Continuity Planning
- Leadership Development
- Strategic Communication
- Customer Experience Optimization
- Cross-functional collaboration
- Operations management
- Cross-functional team coordination
- Data-driven decision making
- Documentation and reporting
- Data analytics
- Strategic planning
Certification
QDM Expert
Timeline
Senior Manager, Operations & Service Excellence
FedEx
11.2010 - Current
Operations Manager
FedEx
06.2006 - 11.2010
Courier
FedEx
09.1999 - 06.2006
Aviation Studies
San José State University
Associate Degree -
Cuesta Community College
QDM Expert certification
Certified as a QDM Expert and a regular participant in RQC and OQC preparation sessions