Job Description:
Reporting Line: Report directly to Head of Customer Service & Rider Excellence
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.
Requirements:
- Proven experience in project management, preferably in logistics, e-commerce, or customer service operations.
- Min 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.
