Scott Wilson

About Scott Wilson

I am a Continuous Improvement, Customer Experience, and Operational Excellence professional with a broad and diverse range of skills and over twenty-five years of Management, Leadership, and governance experience. I am a certified Lean Six Sigma Master Black Belt and an ASQ Certified Expert in Quality Driven Management. My background in Leadership, Advanced Technology, Process Improvement, Operational Excellence, and Strategy represent a unique combination of disciplines. I also teach and speak to a variety of audiences from classrooms to large conference sessions on the topics of Quality, Customer Experience, Business Strategy, Marketing, and Communications.Skills include: Quality and Continuous Improvement, Customer Experience Planning, Customer Experience Strategy Development, Innovation, Product Development, and Data Analysis. Areas of expertise include: Quality Program Development, Customer Experience Design, Journey Mapping, Brand Development, Strategic Communication, Content Marketing, Marketing and Communication Planning, and Marketing Automation. Extensive experience in: Quality and Continuous Improvement, Customer Experience, Strategic Planning, and Experience Design.

Experience

1. Manager, Global Service Excellence and Continuous Improvement

   FedEx

   Feb 2025 — Present · Memphis, TN, US

   As Manager of Global Air Freight Service Excellence, I lead strategic initiatives to elevate operational performance, customer satisfaction, and service reliability across our international air freight network. I collaborate with cross-functional teams—including operations, engineering, quality, and customer experience—to identify opportunities for continuous improvement and deliver world-class service outcomes.Key Responsibilities:Spearhead global programs to standardize and optimize air freight service performance, ensuring alignment with corporate KPIs and customer expectations.Analyze network-wide service metrics to identify systemic issues and implement sustainable solutions that improve on-time performance and reduce service variability.Serve as a liaison between regional operations, global planning, and senior leadership to prioritize initiatives that drive consistency, efficiency, and customer value.Lead root cause analysis (RCA) and corrective action planning for service failures, working cross-functionally to resolve gaps in process, technology, or training.Design and implement service excellence frameworks and governance models to promote accountability, transparency, and continuous learning.Champion a culture of service excellence through data-driven decision making, proactive communication, and employee engagement across global teams.Leverage business intelligence tools and advanced analytics to provide actionable insights and support strategic decision-making.

Education

• Crichton College

  Bachelor of Science (B.S.), Organizational Management

• University of Memphis

  Executive MBA, Business Administration and Management, General

  2014 — 2015

Skills

• Public Relations
• Internal Communications
• Media Relations
• Change Management
• Organizational Development
• Management
• Team Building
• Social Networking
• Social Media
• Public Speaking
• Editing
• Marketing
• Strategic Leadership
• Social Media Marketing
• Leadership
• Program Management
• Strategic Communications
• Research
• Staff Development
• Social Innovation
• Teaching
• Entrepreneurship
• Strategic Planning
• Project Management
• Press Releases
• Internet Strategy
• Project Planning
• Leadership Development
• Public Policy
• Analysis
• Web Commerce
• Policy Analysis
• Marketing Strategy
• Community Outreach
• Community Development
• Nonprofits
• Program Evaluation
• Microsoft Office
• Email Marketing
• Qualitative Research