Buyer Experience (SPX Express)

About the Role

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 over time.

Responsibilities

• 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.

Qualifications

• 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 for collaboration and alignment with multiple teams and senior management.
• Self-driven with strong 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 a growth mindset and positive attitude (proactive, strong sense of ownership, data-driven, and hands-on).
• Proficient in Excel and PowerPoint.

Additional Information

• Work arrangement: onsite.
• Employment type: full-time.