Senior Manager, Courier Quality (FTC)

About this role

This is a unique opportunity to take on and shape a new, expanded senior global position within a growing team to ensure we operate a high quality and efficient global courier network. This role is responsible for leading the team that will measure and analyse courier patterns, and establish local and global solutions to maximise courier experience and efficiency. The chosen candidate will work closely with our global Courier Operations team, Country Leadership teams, and our local market courier teams  to proactively identify areas of improvement. You will be responsible for continuing to increase the thresholds of the program of courier KPI optimisation initiatives and ensuring we quickly identify and address any unintended patterns. This includes consulting with both Legal and P&T to balance business and legal risks in an ever evolving landscape that forms third-party, gig courier relationships with our 200,000-plus individual global couriers and the Delco network. You will work closely with the Product and Tech teams, including on build versus buy decisions on leading technologies (e.g. Incognia) to build a proactive approach to detecting and preventing negative courier quality. 

If you are a self-starter and able to both independently drive multiple work streams and leverage a team to increase the velocity of results and impact, have the ability to lead key stakeholders to critical and timely decisions, and motivate/engage people at different levels, we would love to hear from you!  If you are curious by nature, passionate about both quantitative and qualitative data, and able to balance firsthand courier sentiment and feedback against large, intricate datasets, this could be the role to take your career to the next level.

These are some of the key components to the position:

• Impact & Reach: Global impact across 13+ operating markets, all courier fleet models, and multi-billion-dollar delivery logistics, directly influencing cost efficiency, courier retention, and digital automation velocity. Courier Quality is critical for the logistics and JET business. They make and break our service and customer satisfaction. This role has a very strong impact on driving the right quality in our fleets
• People Leadership: Direct and indirect management of a multidisciplinary business operations organisation of ~4 FTEs 
• Complexity & Strategic Freedom: highly analytical, high understanding required of courier profiles, identifying issues for our couriers, driving programs for improvement in our core processes

What will you bring to the table?

• Previous experience delivering tangible improvements  to operational efficiency or cost reduction driven by data insights
• Experience leading a multi-disciplinary team, including data analysts, process analysts, and 
• Ability to balance large quantitative datasets with other qualitative data inputs, including surveys, direct courier feedback, courier events, and more, to understand both the macro and micro impacts to the true courier experience in the course of delivering on the Delco platform 
• Creative problem solving skills with a self-starter attitude, and willingness to dive into new challenges and opportunities 
• Solid analytical thinking and data driven approach 
• Experience analyzing  large and complex datasets and distilling actionable insights
• Exceptional stakeholder management skills, able to deliver complex work in collaboration with colleagues, teams and functions
• Strong communication skills to effectively communicate plans, change and impact to key stakeholders at various levels of the organization
• Strong team player - able to gain trust, respect and confidence quickly and effectively
• Independent thinker, proactive problem solver, able to see the big picture, and think “one step ahead”
• Ability to thrive and adapt in a highly ambiguous environment

At JET, this is how we play

Our teams forge connections internally and work with some of the best-known brands on the planet, giving us truly international impact in a dynamic environment.

Being the best at what we do isn’t just about delivering on our strategy. It's a competition for something incredibly valuable – our customers' choice. Every time a customer decides where to order, they're picking a side.

At the heart of the JET Customer League are our values and behaviours. They guide every interaction, every decision, every innovation. These are the actions we need to perform consistently and brilliantly, to surpass the competition and earn our customers’ loyalty, again and again.

Fun, fast-paced and supportive, the JET culture is about movement, growth, helping one another to succeed and celebrating wins. By truly living our values and embodying our behaviours, we’re building a customer-first culture which enables us to stay one step ahead of the competition.

Inclusion, Diversity & Belonging

No matter who you are, what you look like, who you love, or where you are from, you can find your place at Just Eat Takeaway.com. We’re committed to creating an inclusive culture, encouraging diversity of people and thinking, in which all employees feel they truly belong and can bring their most colourful selves to work every day.

What else are we delivering?

Want to know more about our JETers, culture or company? Have a look at our career site where you can find people's stories, blogs, podcasts and more JET journeys.

Are you ready to join the team? Apply now!