Customer Experience Associate - FBS

What you'll do

Program Management

• Support the execution of CX initiatives aimed at improving buyer and seller experiences across fulfillment touchpoints.
• Assist in tracking project timelines and coordinating with cross-functional teams to ensure tasks are delivered on time.
• Maintain project documentation and help communicate updates to internal stakeholders.

Business Performance Analytics

• Monitor key CX and operational metrics (e.g., fulfillment quality, delivery success, cancellations) to identify emerging trends or issues.
• Prepare regular reports and assist in maintaining dashboards that track CX health.
• Conduct basic data analysis to provide supporting evidence for improvement opportunities.

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 
• Project management: Demonstrated ability to manage projects end-to-end with minimal supervision; able to coordinate with multiple stakeholders across functions and seniority levels
• Detail-oriented and organized: Strong attention to detail with effective task prioritization and structured execution