Lead high-impact strategic initiatives and projects related to buyer experience; translate Buyer Experience healths / metrics into actionable strategic and operational initiatives that improve customer experience overtime.
Monitor overall buyer experience health focusing on SPX delivery experience (SLA, Delivery Speed, Rider Communications; parcel conditions) and after-delivery experience i.e. Customer Service and Recovery.
Monitor and analyze buyer Net Promoter Scores (NPS) with a specific focus on SPX logistics performance and identify opportunities for improvement.
PMO cross-functional management for experience topic improvement e.g. voice of customer enhancement with core SPX operations improvement, operational compliance.
Provide clear, data-driven, and actionable insights to internal stakeholders by simplifying complex datasets into digestible reporting formats
Leverage analytical tools and performance dashboards to track quality metrics and ensure consistent delivery excellence across the buyer journey.
Lead and develop a mid-sized team. Set clear goals, provide regular feedback, and ensure team alignment with business direction.
Requirements
Bachelor's degree in business administration, logistics or a related field
3-5 years of experience in project management and /or process improvement, consulting roles, and leading a small to mid-sized team
Experience working in e-commerce, logistics, or customer experience (familiarity with NPS, VOC, Customer Journey mapping) is a plus
Excellent communication skills, as this role will require collaboration and alignment with multiple teams and senior management
Self-driven and good leadership skills to facilitate cross-functional interactions
Strong analytical skills to conduct data-driven decisions and experience with tools like Excel or SQL
Be creative in problem-solving with growth mindset and positive attitude (proactive, strong sense of ownership, data-driven, and hands-on)
