Buyer Experience (SPX Express)

What you'll do

• Lead high-impact strategic initiatives and projects related to buyer experience; translate Buyer Experience healths/metrics into actionable strategic and operational initiatives that improve customer experience overtime 
• Monitor overall buyer experience health focusing on SPX delivery experience (SLA, Delivery Speed, Rider Communications; parcel conditions) and after-delivery experience i.e. Customer Service and Recovery
• Monitor and analyze buyer Net Promoter Scores (NPS) with a specific focus on SPX logistics performance and identify opportunities for improvement.
• PMO cross-functional management for experience topic improvement e.g. voice of customer enhancement with core SPX operations improvement, operational compliance 
• Provide clear, data-driven, and actionable insights to internal stakeholders by simplifying complex datasets into digestible reporting formats
• Leverage analytical tools and performance dashboards to track quality metrics and ensure consistent delivery excellence across the buyer journey
• Lead and develop a mid-sized team (3-5 members). Set clear goals, provide regular feedback, and ensure team alignment with business direction

Requirements

• Bachelor's degree in business administration, logistics or a related field.
• 3-5 years of experience in project management and /or process improvement, consulting roles, and leading a small to mid-sized team (3-5 people)
• Experience working in e-commerce, logistics, or customer experience (familiarity with NPS, VOC, Customer Journey mapping) is a plus
• Excellent communication skills, as this role will require collaboration and alignment with multiple teams and senior management
• Self-driven and good leadership skills to facilitate cross-functional interactions 
• Strong analytical skills to conduct data-driven decisions and experience with tools like Excel (Required) or SQL (A plus)
• Be creative in problem-solving with growth mindset and positive attitude (proactive, strong sense of ownership, data-driven, and hands-on)
• Proficient in Excel and PowerPoint