Delivery Experience Steering Manager (All Genders)

full-time Operations Specialties Managers

Job Description

Last Mile Delivery Strategy Execution

• Monitor and teer the execution of the e‑commerce last mile delivery experience strategy in line with the customer promise, growth objectives, and platform capabilities.
• Ensure strategic alignment between delivery experience ambitions and operational feasibility.
• Track delivery performance against roadmap commitments, identifying risks, dependencies, and deviations early.
• Provide regular progress updates and insights to senior leadership, highlighting impact, risks, and mitigation actions.

Customer Care Improvement Steering

• Own the transformation of Freshdesk Program delivery insights into actionable, country-level improvement plans.
• Establish strong ownership with Delivery Experience Managers (DEMs) while ensuring alignment through central program steering and governance.
• Monitor, validate, and report the impact of...