Manager, Delivery Final Mile/Customer Experience - Remote

Overview

This role focuses on optimizing the final mile experience to ensure timely, efficient, and high-quality service to customers while overseeing third-party delivery agents and driving strategic improvements.

In Short

• Manage final mile delivery operations for optimal customer experience.
• Oversee contracts and performance of third-party delivery agents.
• Serve as the escalation point for service failures.
• Collaborate with internal teams for strategic solutions.
• Conduct routine site visits for service quality verification.
• Maintain communication with delivery agents for continuous improvement.
• Analyze performance metrics for data-driven decisions.
• Partner with quality and merchandising teams to address delivery issues.

Requirements

• Proven experience in delivery operations management.
• Strong leadership and communication skills.
• Ability to analyze data and make informed decisions.
• Experience with third-party vendor management.
• Knowledge of customer service best practices.
• Strong problem-solving abilities.
• Ability to work cross-functionally.
• Experience in process improvement initiatives.

Benefits

• Opportunity to make a meaningful impact on customer satisfaction.
• Dynamic, people-first work environment.
• Collaboration with various teams across the organization.
• Professional growth and development opportunities.