Delivery Operations Manager

Job Description

1. Order Delivery Execution: Responsible for the full delivery cycle of home appliances (air conditioners, refrigerators, washing machines, TVs, and other large appliances) — from order placement, payment confirmation, warehouse dispatch to last-mile delivery — ensuring orders are delivered on time and accurately to end customers.

2. Logistics Provider Management: Manage local logistics service providers, define delivery standards and SLAs, monitor core metrics including on-time delivery rate, damage rate, and customer complaint rate, and drive continuous improvement in service quality.

3. Inventory & PSI Management: Manage local warehouse product supply and inventory (PSI), monitor stock levels, coordinate supply-demand balance, and minimize both stockouts and dead stock risks to ensure delivery continuity.

4. Load Factor & Cost Optimization: Monitor delivery load rates, analyze the impact of address dispersion on logistics costs, and drive consolidated delivery and route optimization initiatives to continuously reduce per-unit delivery costs.

5. Exception Handling & Customer Complaint Resolution: Establish a rapid response mechanism for delivery exceptions; coordinate with logistics service providers to resolve delivery delays, damages, and rejections; enhance customer delivery experience.

6. Data Reporting & Continuous Improvement: Produce regular country-level delivery KPI reports (on-time delivery rate, load factor, exception rate, complaint rate, etc.); identify bottlenecks and drive process optimization and SOP iteration.

7. Cross-Functional Collaboration: Work closely with Sales, Planning, and After-Sales departments to ensure smooth order flow and timely information synchronization.

Qualifications

1. Bachelor's degree or above in Supply Chain Management, Logistics, International Trade, or related fields.

2. 3+ years of experience in logistics or supply chain management; experience in large appliance / white goods delivery is mandatory.

3. Proven experience in logistics service provider management; familiarity with local logistics systems and regulatory requirements.

4. Excellent organizational, coordination, and time management skills with the ability to handle multiple tasks simultaneously and maintain high execution standards.

5. Strong communication and cross-functional collaboration skills; proficiency in English is required, and Chinese will be preferred.

6. Solid understanding of supply chain-related regulations, standards, and industry best practices.

7. Data-driven mindset; proficient in AI for business analysis and reporting.