Last-Mile Quality Lead (Jeddah)
Sary, Saudi Arabia

• Establishing delivery processes: Streamline these processes and procedures to ensure each customer gets the same great experience.
• Creating Cost Effective Systems: Ensure that processes are efficient and cost-effective. Aim to find ways to reduce costs without affecting the overall customer experience, use continuous improvement to remove unnecessary steps in the process.
• Supervising staff: Oversee employees in different stages of the delivery process, even though they may not be your direct report. Hold all service departments and employees within these teams accountable for carrying out the required processes and tasks and providing great customer experience.
• Managing Customer Expectations: Assess customer feedback and improve procedures accordingly to ensure that great customer service is always provided. Evaluate customer's experience against a set of goals and criteria. Act when scores fall below thresholds and work with the Customer Service team to conduct additional research if needed.
• Building Partnerships: Build partnerships and liaise with Delivery Service Providers to determine services, the criteria for the delivery of those services, and how to develop solutions to any issues that arise. Interact with internal and external stakeholders and Senior Leadership to develop and manage change.

Requirements

• +4 Years of experience in relevant role
• Work e-commerce is a plus.
• BS in Business Management, Operations Management, Supply Chain, or any field related
• Ability to prepare, report and interpret large sets of data.
• Proficiency in Advanced Excel.
• Excellent communication, both verbal and written.
• Analytical skills.

Job Rewards and Benefits