Customer Service Project & Performance Management Lead- SPX

What you'll do

Reporting Line: Report directly to Head of Customer Service & Rider Excellence

1. Project Planning and Execution:

• Own and drive strategic projects across Customer Service & Rider Excellence to enhance customer experience and unlock commercial growth opportunities.
• Lead continuous improvement initiatives to optimize operational efficiency, service quality, and scalability of the organization.
• Develop end-to-end project plans, including scope, objectives, timelines, deliverables, and resource allocation.
• Establish governance, define roles & responsibilities, and drive execution across all project phases.
• Monitor progress, track KPIs, manage risks, and ensure timely delivery with measurable business impact.

2. Performance Management & System Infrastructure:

• Act as the single source of truth for performance data across Customer Service & Rider Excellence, ensuring accuracy, consistency, and alignment.
• Design, build, and maintain scalable tracking systems to monitor service quality, operational efficiency, and customer experience.
• Develop alert system logic to proactively detect service risks and enable timely intervention.
• Standardize dashboards and reporting frameworks to drive transparency and data consistency.
• Define and govern KPIs, ensuring clear definitions and alignment with business objectives.
• Conduct regular data audits to ensure data integrity and identify gaps or inconsistencies.
• Oversee real-time performance monitoring and ensure immediate response to critical service alerts.

3. Leadership & Impact:

• Lead cross-functional (direct or matrix) teams to ensure accountability and ownership of deliverables.
• Recruit, train, and develop team members, building a strong talent pipeline and high-performance culture within Customer Service & Rider Excellence.
• Drive a data-driven culture, using insights to influence decisions and improve service performance.
• Build scalable frameworks, tools, and best practices to elevate project and performance management capabilities.
• Take ownership of business outcomes, not just project delivery, ensuring tangible impact on customer experience and operational efficiency.

Requirements

• Proven experience in project management, preferably in logistics, e-commerce, or customer service operations.
• Min 5+ years of industry experience with proven business impact
• Strong track record of delivering projects with measurable business impact.
• Excellent analytical and problem-solving abilities, with the capability to interpret complex data into actionable insights.
• Solid understanding of service level management, customer experience metrics, and logistics operations.
• Demonstrated leadership in managing cross-functional teams and multiple high-impact projects simultaneously.
• Strong communication, presentation, and stakeholder management skills.