1. Project Planning and Execution

Own and drive strategic projects across Customer Service & Rider Excellence to enhance customer experience and unlock commercial growth opportunities.
Lead continuous improvement initiatives to optimize operational efficiency, service quality, and scalability of the organization.
Develop end-to-end project plans, including scope, objectives, timelines, deliverables, and resource allocation.
Establish governance, define roles & responsibilities, and drive execution across all project phases.
Monitor progress, track KPIs, manage risks, and ensure timely delivery with measurable business impact.

2. Performance Management & System Infrastructure

Act as the single source of truth for performance data across Customer Service & Rider Excellence, ensuring accuracy, consistency, and alignment.
Design, build, and maintain scalable tracking systems to monitor service quality, operational efficiency, and customer experience.
Develop alert system logic to proactively detect service risks and enable timely intervention.
Standardize dashboards and reporting frameworks to drive transparency and data consistency.
Define and govern KPIs, ensuring clear definitions and alignment with business objectives.
Conduct regular data audits to ensure data integrity and identify gaps or inconsistencies.
Oversee real-time performance monitoring and ensure immediate response to critical service alerts.

3. Leadership & Impact

Lead cross-functional (direct or matrix) teams to ensure accountability and ownership of deliverables.
Recruit, train, and develop team members, building a strong talent pipeline and high-performance culture within Customer Service & Rider Excellence.
Drive a data-driven culture, using insights to influence decisions and improve service performance.
Build scalable frameworks, tools, and best practices to elevate project and performance management capabilities.
Take ownership of business outcomes, not just project delivery, ensuring tangible impact on customer experience and operational efficiency.

Proven experience in project management, preferably in logistics, e-commerce, or customer service operations.
5+ years of industry experience with proven business impact
Strong track record of delivering projects with measurable business impact.
Excellent analytical and problem-solving abilities, with the capability to interpret complex data into actionable insights.
Solid understanding of service level management, customer experience metrics, and logistics operations.
Demonstrated leadership in managing cross-functional teams and multiple high-impact projects simultaneously.
Strong communication, presentation, and stakeholder management skills.

Customer Service Project & Performance Management Lead - SPX Express