Head of Operations Experience

5 hours ago


Jakarta, Indonesia Ninja Van Full time

Ninja Van is a tech-enabled logistics company on a mission to provide hassle-free delivery services for businesses of all sizes across Southeast Asia. Launched in 2014, we started operations in Singapore and have become the region's largest and fastest growing last-mile logistics company, partnering with over 35,000 merchants and delivering more than 1,000 parcels every minute across six countries.

At our core, we are a technology company that is disrupting a massive industry with cutting-edge software and operational concepts. Powered by algorithm-based optimisation, dynamic routing, end-to-end tracking and a data-driven approach, we provide best-of-class delivery services that delight both the shippers and end customers. But we are just getting started We have much room for improvement and many ideas that will further shape the industry.

Head of Operations Experience is responsible in overseeing the whole customer journey to ensure all quality related metrics are improved and maintained.

**Requirements**:

- 10 years experience on the same role, preferably from logistic industry
- Excellent analytical skill and data-driven mindset
- Proficiency in operational management and implementation
- Exceptional communication & interpersonal skill
- Strong in leadership and managing team
- Strong integrity with providing best accuracy and solution oriented on every cases

**Job Description**:

- Responsible for monitoring and ensuring the operations Metrics that related to Quality is running based on the procedure in a timely manner to reach the shipper happiness experience
- Leading the Quality Consolidator on Ops Dept to ensure that every process on partner/shipper experience is having in good quality
- Responsible for monitoring and ensuring the Partner/Shipper Best Experience through escalate and evaluate the issue that occur related with the partners
- Architect positive customer experiences excellence that surprise and delight, drive conversion to sale, retention and growth; build on qualitative and quantitative insights from voice of customer and other data sets
- Interact with commercial to onboard and maintain shipper performance
- Manage on program and department budgeting and cost for operational
- Ensure customer satisfaction rate to Ninja Xpress service based on company’s standard/target
- Coordinate the various roles associated with Operations Experience management throughout the company, minimizing silos of systems, data, assumptions, hand-offs, performance and customer touch-points.


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