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Job Description:

This position is pivotal to ensuring FBS fulfillment quality, which is the core of the overall service. This requires strong judgment and a specific seniority level from the PIC

Program Management

Lead end-to-end execution of CX initiatives to improve buyer and seller experience across fulfilment touchpoints, ensuring alignment with overall business and operational goals.
Translate CX strategy into clear execution plans, mobilize cross-functional teams, and drive timely delivery with measurable impact on experience metrics.

Business Performance Analytics

Analyze CX and operational performance (e.g., fulfilment quality, delivery success, cancellations) to identify gaps, root causes, and improvement opportunities.
Develop and maintain dashboards and reporting frameworks to monitor CX health and generate actionable insights for continuous improvement.

Process Management

Partner closely with Product and relevant Operations teams to design and enhance CX-related features, ensuring solutions address real user pain points.
Identify process inefficiencies and lead structured improvements to enhance fulfilment quality, operational efficiency, and scalability of CX programs.

Requirements:

Comfort with ambiguity and eager to learn, natural curiosity, independent thinker who's also a solid team player
Confident to drive conversation & initiatives across cross-functional teams even if without direct authority
Ability to break down and solve problems through quantitative thinking and analysis
Strong verbal, written and presentation skills (English) preferred
Demonstrated ability to manage projects end-to-en

Senior Performance Management - FBS