Last Mile Delivery Experience Manager

2 weeks ago

Melbourne, Victoria, Australia beBeeDelivery Full time $100,000 - $140,000

Job Overview:

We're building a world-class delivery experience at the forefront of e-commerce. Our goal is to exceed customer expectations by crafting a personalized and consistent delivery experience.

To achieve this, we need someone with in-depth understanding of customer needs and pain points related to our deliveries, both existing and potential. This includes designing innovative services that enable us to provide an exceptional delivery experience.

The ideal candidate will have 3+ years of program or project management experience, as well as operational and/or retail management expertise. They should also have advanced knowledge of Excel (Pivot Tables, VLookUps) and SQL, and be able to identify and resolve complex issues.

In addition, the successful candidate will have experience working cross-functionally with tech and non-tech teams, and in stakeholder management, dealing with multiple stakeholders at varied levels of the organization.

Main Responsibilities:

  • Customer Understanding: Develop a thorough understanding of customer needs and pain points related to our deliveries, both existing and potential.
  • Research and Analytics: Design, execute, and analyze customer research to evaluate delivery experience and operational excellence.
  • Technical Competence: Become well-versed in multiple systems and processes that govern transportation systems, routing, address data, Customer Service, Fulfillment Centers, etc.
  • Stakeholder Management: Build strong relationships with multi-disciplinary stakeholders globally.
  • Team Leadership: Lead and develop a team of Field Quality Assurance Specialists responsible for deep diving and resolving last mile delivery challenges through improved address quality data.
  • Results Orientation: Lead difficult process improvement efforts, including scope alignment with local and international teams, data analysis, and presenting results to senior management.
  • Ambiguity Management: Understand difficult business problems across teams and manage several competing priorities ensuring critical projects remain visible to senior leadership and stakeholders.

About You:

  • Strong analytical and problem-solving skills
  • Excellent communication and interpersonal skills
  • Able to work effectively in a fast-paced environment
  • Strong leadership and team management skills
  • Ability to adapt to changing priorities and deadlines

What We Offer:

  • A challenging and rewarding role in a dynamic industry
  • Opportunities for professional growth and development
  • A collaborative and supportive work environment
  • Competitive salary and benefits package

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