Delivery Experience Manager

Talent 360 is hiring Delivery Experience Manager for one of its clients.

Expected Job Role

• Lead and manage teams that directly affect delivery experience, including : Live Operations Lead & their team : overseeing real‑time delivery operations, monitoring performance, intervening in incidents.
• Supply & Demand Planning : ensuring the right number of couriers are acquired, scheduled, available in the right locations to meet order demand; forecasting demand; balancing courier supply levels to avoid slack or overload.
• Courier Training & Acquisition Officer : overseeing recruitment, onboarding, training (including service standards, customer interaction, appearance, safety), retention of couriers.
• Develop and implement delivery service quality standards and metrics : delivery time, order accuracy, courier appearance & behavior, customer satisfaction, handling of complaints / incidents, safety & hygiene standards.
• Create, maintain, and continuously improve SOPs, guidelines, policies for courier performance, appearance, training, discipline, and operations.
• Monitor live dashboards / KPIs for delivery operations : order lead time, late deliveries, cancellations, courier utilization, customer feedback.
• Ensure operational efficiency and cost control : optimize courier usage, reduce delivery times, minimize dead miles, optimize routing and assignment.
• Handle escalations from customers or operations, investigate root causes of failures, propose and implement remediation.
• Manage budgets for courier acquisition, incentives, training programs, operations support.
• Ensure compliance with Saudi regulatory requirements related to labor, safety, food safety, hygiene, vehicle and local licensing.

Qualifications

Working Conditions

Seniority Level

Mid‑Senior level

Employment Type

Full‑time

Job Function

Other

Industries

Software Development

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