Network Operations Manager
hace 3 días
**Full-time ongoing**:
- **Based in Victoria**:
- **An attractive remuneration package including base, bonus, and vehicle**:
- **Team member discounts at all of Woolworths businesses
**About Us**
At WooliesX, we’re here to create better everyday experiences for our customers. In the big picture, and the fine detail. In moments big and small. We’re an innovation business that brings together the brightest minds in e-commerce, technology, media and data to transform the way people live and shop.
We’ve worked together with our partners to create all kinds of initiatives you know and love - like Everyday Rewards, one of Australia’s most popular loyalty programs. Alongside Woolworths Supermarkets, we’ve helped make online shopping simpler and more intuitive, and were awarded #1 in customer satisfaction for online groceries by Canstar for our combined effort.
The success of our entire business is because of our people. Diversity is our strength, through the potential we unlock together. We’re resourceful and open-minded, welcoming and willing to experiment. We encourage fresh ideas and help each other be better by providing ongoing career opportunities to grow and evolve.
It’s how we bring the future to life for our customers and our people, in everyday moments that matter.
**The Role**
This role will be responsible for managing the day-to-day management of Woolworths Online deliveries serviced by our crowdsourced delivery partners and will require a logical thinker with a customer-first attitude. The role will engage with a range of internal (e.g. store leadership and operational teams) and external stakeholders (customers and on-demand delivery partners) to deliver exceptional customer experiences in the most effective and efficient method.
As part of the eCom business that is currently delivering 300k+ orders per week from 5AM - 11PM daily, you are responsible for ensuring strong alignment on operational performance metrics with our crowdsourced delivery partners, driving outcomes to ensure both profitability and consistency of service for the eCom business.
**The Opportunity**
We are looking for a customer centric, commercially astute Crowd Operations Manager whose focus will be ensuring the strong alignment of operational performance metrics with our crowdsourced delivery partners, driving outcomes to ensure profitability and consistency of service for the eCom business.
**Key responsibilities include**:
- Management and support of crowdsourced delivery partners to ensure contract compliance, accountability to agreed policies and procedures, and best in class customer experience.
- Be a customer advocate - analyse the operation of the business to ensure that the customer is receiving best in class service. Ensure customer feedback is addressed and complete escalations where required.
- Review and improve delivery KPI’s within your direct control and influence in conjunction with store and state operational teams.
- Triage day-to-day performance challenges with crowdsourced delivery partners as required.
- Ensure that crowdsourced carriers are operating in a safe manner and promote a safe work environment.
- Review and reconcile weekly invoices, identifying and managing exceptions to agreements and actionable insights to reduce cost to serve.
- Work with internal stakeholders to manage capacity and volume across stores and make recommendations for future planning.
- Partner Capability - Support and/or lead the planning and execution of key initiatives to enhance or improve the capability of our crowdsourced delivery partners
- Network Optimisation - Reviewing window and geographic mapping profiles for stores to address concerns with on time delivery, drop cost and capacity fluctuations.
- Seasonal Planning/event - Support and/or lead the planning and execution of key seasonal and promotional events with our crowdsourced delivery partners
**Who we’re looking for**
We're looking for resilient, results and customer driven individuals who are able to effectively partner, negotiate and influence stakeholders, analyse and solve problems. The roles key objectives include:
- A customer centric attitude, with a demonstrated ability to manage external providers to deliver strong performance outcomes
- Strong organisational, time management, communication, and stakeholder engagement skills
- Demonstrated ability to work in a highly dynamic and fast paced, complex environment
- A highly motivated self-starter with demonstrated ability to drive outcomes and work autonomously
- Strong computer skills - Excel, Powerpoint, Google for Work Suite, with the ability to adapt to new systems quickly
- Experience working with and interpreting data to derive actionable insight
- Flexible working hours - including a weekend on call roster
- 1-3 years experience within store operations, logistics and transport or network operations, supply chain planning or category management also considered.
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