Job Description
Program Management
- Support the execution of CX initiatives aimed at improving buyer and seller experiences across fulfillment touchpoints.
- Assist in tracking project timelines and coordinating with cross-functional teams to ensure tasks are delivered on time.
- Maintain project documentation and help communicate updates to internal stakeholders.
Business Performance Analytics
- Monitor key CX and operational metrics (e.g., fulfillment quality, delivery success, cancellations) to identify emerging trends or issues.
- Prepare regular reports and assist in maintaining dashboards that track CX health.
- Conduct basic data analysis to provide supporting evidence for improvement opportunities.
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
- Self-Driven: Comfort with ambiguity and eager to learn, natural curiosity, independent thinker who's also a solid team player
- Stakeholder Management: Confident to drive conversation & initiatives across cross-functional teams even if without direct authority
- Analytical Thinking: Ability to break down and solve problems through quantitative thinking and analysis
- Communication: Strong verbal, written and presentation skills (English) preferred
- Project management: Demonstrated ability to manage projects end-to-end with minimal supervision; able to coordinate with multiple stakeholders across functions and seniority levels
- Detail-oriented and organized: Strong attention to detail with effective task prioritization and structured execution
