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-end with minimal supervision; able to coordinate with multiple stakeholders across functions and seniority levels
- Strong attention to detail with effective task prioritization and structured execution
