Senior Associate, Rider Operations Lead - Customer Service, SPX Express

1. Rider Performance & Quality Management (Nationwide)

• Develop and implement performance and quality standards for the rider nationwide and at region levels.

• Analyze rider performance data (e.g., productivity, compliance, customer contact/complaint) to identify trends, strengths, and weaknesses.

• Develop and execute performance improvement programs, training, and initiatives to enhance rider service quality.

• Ensure consistency in the application of processes and performance standards across all regions.

• Provide regular reports on rider performance and quality to management.

2. Risk Management & Project Implementation

• Proactively identify, assess, and manage potential risks that could impact rider performance and quality (e.g., new rider compliance issues, high employee turnover, policy changes, system malfunctions).

• Develop and implement rapid response plans and effective troubleshooting when issues arise.

• Coordinate with relevant departments (Operations Team, HRBP, Risk) to resolve complex issues and ensure smooth operations.

• Propose long-term solutions to prevent recurrence of issues and risks.

3. Team Leadership & Development

• Lead, coach, and develop a team of PICs responsible for managing rider performance in various regions.

• Set individual and team goals, evaluate PIC performance, and provide constructive feedback.

• Foster teamwork, knowledge sharing, and experience exchange among team members.

• Ensure PICs are equipped with the necessary tools and knowledge to effectively perform their roles.

Yêu cầu công việc:

• Minimum 3 years of experience in operations performance management, preferably in logistics, delivery, or e-commerce.

• Experience in managing teams, especially geographically dispersed teams.

• Strong data analysis skills, with the ability to translate data into actionable insights.

• Proven problem-solving and decision-making abilities.

• Excellent communication, negotiation, and presentation skills.

• Ability to work independently and collaboratively in a dynamic, high-pressureenvironment.

• Proficiency in English is a plus.