As Adam Poore takes the helm of the U.S. Xpress CX team, he brings a decade of trucking know-how to delivering results and relationships that keep customers coming back.
The news: Adam Poore stepped into the leadership of the U.S. Xpress Customer Experience team in early 2023 after more than six years with the company. Before this role, he served as senior director of Dedicated Operations, where he oversaw major accounts and key relationships. Prior to joining the U.S. Xpress Dedicated group, he spent three years as director of fleet and team fleet operations.
Why it matters: The Customer Experience team acts in partnership with the businesses that rely on U.S. Xpress. Our customers’ experiences — from the time they sign with us all the way through renewal — is the CX team’s only focus. Adam’s expertise in a variety of roles, from driver-facing operations to building up a successful expedited Dedicated fleet, give him an appreciation for what great experiences are made of.
In leading the U.S. Xpress Customer Experience group, Adam Poore has found that going straight to the source is a great way to build on his decade of industry knowledge.
“Our group stays close with a tremendous number of very large companies, and we learn a lot from them about how the broader environment operates,” Adam said. “We have the privilege of talking to so many customers in so many industries, and that teaches us a lot about the larger economic environment, and helps us connect the dots for how we can help and serve them better on a daily basis.”
Adam stepped into the leadership of Customer Experience in early 2023 after more than six years with U.S. Xpress. Before this role, he served as senior director of Dedicated Operations, where he oversaw major accounts and key relationships. Prior to joining the U.S. Xpress Dedicated group, he spent three years as director of fleet and team fleet operations.
Adam’s experience in a variety of roles, from driver-facing operations to building up a successful expedited Dedicated fleet, give him an appreciation of what great experiences are made of. The close customer connections U.S. Xpress teams build are the key ingredient in those great experiences, he said.
“Both our executive team and our front line reps are very accessible to our customers, and our reps are always empowered to do what it takes to build those relationships,” he said. “We all consider ourselves partners to our customers, and their experience, from the time they sign with us all the way through renewal, is our only focus.”
In addition to the expertise of the Customer Experience reps who make things happen behind the scenes, the flexibility U.S. Xpress offers between its asset-based and brokerage services gives those reps more ways to ensure great experiences.
“Our goal is to deliver the right solution to move our customers’ freight using our different service offerings, which include our own assets as well as third-party assets,” Adam said.
Adam came to U.S. Xpress in 2016 from the trucking company where he first learned the business as a fleet manager juggling a demanding, fast-paced role supporting drivers. When he first took that job, it took a few months to get the hang of it — he wondered a few weeks in if he’d make it — but after nine months he was promoted to operations manager and started digging into the data to find the factors behind a successful operation.
“I’m super-competitive, I love scoreboards and financials and data,” Adam said. “Once you start picking up on all of that and it clicks, you really begin to see how you can help drive those results.”
Before he jumped to the trucking industry, Adam worked as a youth probation officer for four years. That experience taught him a new level of empathy and gave him an up-close look at how difficult life can be, particularly for young people.
“I would not trade that public service and what I learned through that for anything,” he said. “I learned so much about the hardest lives, I delivered the worst news. The world would be a better place if everyone did some public service.”
When a mentor he knew from college persuaded him to come try his hand at trucking, Adam said he never could have predicted how much he would enjoy the challenges and rewards of moving freight.
“I’ve had incredible mentors and built great relationships in this industry,” Adam said. “Having the opportunity to keep building those connections is gratifying.”