Job Description:
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:
- 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
