Lead, Customer Experiences Strategy (SPX Express)
Job Description
Job Description:
- Lead end-to-end customer experience (CX) for buyer & seller journeys for SPX, managing a team and driving service excellence
- Own long-tail issue resolution, leveraging root cause analysis to implement scalable, cross-functional fixes
- Build and standardize SOPs, playbooks, and escalation frameworks to reduce repeat complaints
- Partner with Ops, Opex, Change teams, Product, CS, Recovery teams to resolve operational gaps, claims, disputes etc
- Deliver improvements in key metrics like NPS, SLA, Returns rate, failed delivery and Driver Quality metrics
Requirements:
- Bachelor's degree in Business, Operations, or related fields
- Minimum 5-6 years of experience in operations, data analysis, or project management
- Strong skills in GSheet/Excel and SQL
- Experience in data cleaning, root cause analysis, and translating raw data into actionable insights
- Strong project management skills: able to manage multiple initiatives simultaneously with tight timelines
- Excellent communication and stakeholder management skills, both in Thai and English
- Proactive, detail-oriented, and able to work independently
- Willingness to conduct occasional on-site visits to hubs or warehouses
More Info
Key Skills
About Company
Skills:
google sheets , compliance operations , Excel, Dashboards, brand IP control, seller verification
Skills:
snowflake , Apache Airflow, Git, Pyspark, Openshift, Apache Spark, Microsoft Azure, FastAPI, Kubernetes, Python, Sql
Skills:
Sql, Data Visualization, Tableau, BigQuery, MySQL, Python, Google Analytics, Redshift, Airflow, a/b testing, Data orchestration tools, dbt, Web and product analytics tools, Prefect, Experimentation platforms, Performance marketing analytics, R, Statsig, Amplitude, AI tools, Mixpanel
Skills:
Python, Sql, Fiddler, Rest Api, Dns, Microsoft Sql Server, Monitoring Tools, Web Apps, PowerShell, Linux, DHCP, Wireshark, Windows Server, MySQL, Oracle, Postman, Bash, Windows OS, Apis, PostgreSQL, Event logs, Application logs, Application architectures
Skills:
sample management , clinical operations , Data Management, change management, Budget Management, risk management, vendor management, project management, cross-functional leadership, Regulatory Compliance, Stakeholder Management, Audit Support, inspection readiness, English Fluency, Clinical Systems, clinical monitoring