Delivery Optimisation Manager

**What’s the role?**

As the Delivery Optimisation Manager, you’ll lead a high-performing team in our contact centre, driving exceptional customer experiences for our home delivery subscribers. You’ll be responsible for optimising delivery operations, ensuring seamless service from logistics partners, and reducing delivery failures. Your goal is to enhance customer satisfaction while streamlining processes and ensuring performance targets are exceeded.

**Key Responsibilities**:
+ Lead and coach a team of Tactical Customer Care Agents, managing day-to-day delivery issue resolution

+ Be the escalation point for complex delivery-related customer issues and ensure timely resolutions

+ Monitor delivery trends and team performance to drive improvements in customer experience

+ Collaborate with internal teams and external delivery partners to reduce delivery failures and streamline processes

+ Develop and implement standard operating procedures for consistent and efficient delivery support

+ Manage key performance indicators (KPIs) related to delivery, customer satisfaction, and operational performance

+ Analyse logistics data to identify trends and partner with third-party logistics providers to improve delivery quality

+ Drive continuous improvement initiatives to optimise the delivery experience for subscribers

+ Champion a customer-first culture and support the development of team capability and engagement

**Who are you?**

You’re a strategic problem-solver and hands-on leader with a strong background in logistics and a passion for delivering outstanding customer experiences. You thrive in a fast-paced environment and are comfortable navigating complex delivery challenges while motivating your team to succeed.

+ Proven leadership experience with the ability to coach, motivate, and support a customer care team

+ Strong background in logistics, supply chain, or delivery optimisation with at least 5 years of relevant experience

+ Excellent communication and stakeholder management skills, both internally and with third-party delivery partners

+ Customer-centric mindset with a strong focus on continuous improvement and issue resolution

+ Highly organised, self-motivated, and results-driven with a focus on quality and efficiency

+ Strong analytical and problem-solving skills to interpret logistics data and drive informed decisions

+ Experience using performance metrics to track, evaluate, and enhance team and delivery partner performance

+ Bachelor’s degree in logistics, supply chain, business administration, or related field (preferred)

**News Benefits**

News Benefits is our way of saying thank you to our people for their valued contribution to News, our audiences, clients and communities. Thanking them for the great things they do daily, for the greater good of Australia. Our benefits include:
+ **Exclusively ours** - Access to publications and products from across the News Corp family

+ **Health & wellbeing** - Advice, support and facilities for healthy minds and bodies (including an onsite gym at our Adelaide, Brisbane & Sydney offices)

+ **Time off** - News offers a range of leave options to support your personal needs and moments that matter in life: Parental leave, Birthday leave, Volunteer leave, Career break and Compassionate leave.

+ **Helping you grow** - Development opportunities (including diversity and inclusion - focused education series) and recognition

+ **Financial wellbeing** - Support on making the most of your money

+ **Perks & discounts** - Exclusive offers across a range of products and services

+ **Giving back** - Make a difference to our communities.

+ **Workplace Inclusion and facilities** - Engage with your passions through various employee-resource groups and accessibility to multi-faith quiet rooms & parents’ rooms

**Who are we?**

News Corp Australia is the nation’s most influential media organisation, operating more than 150 household-name brands across print, digital and multimedia. We lead the way in travel, fashion, food, health, homes and lifestyle, and we are the largest publisher across print and digital, reaching more than 16 million Australians each month.

**What’s next?**

**Our Commitment to Diversity, Equity and Inclusion** _We know that diversity strengthens our teams and newsrooms as we seek to tell stories that represent the diverse communities of Australia that we serve. Our people make us unique and we all have a story. We encourage people of all ages, backgrounds, races, cultures, religions, sexual orientations, abilities and gender identities to apply. Inclusion is important to us and we want everyone at News to bring their whole-selves to work. If you require any accommodations or adjustments throughout the recruitment process, or would like to outline which pronouns you prefer, please feel free to let us know._

**Category**:
State & Community Mastheads

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