What You’ll Do
Monitor and enhance key performance indicators for the courier marketplace, such as online availability, order completion rates, cancellation occurrences, courier availability, and delivery performance.
Design and implement strategies to engage, onboard, and retain couriers while enhancing their earnings potential, all aimed at improving both courier satisfaction and operational efficiency.
Collaborate effectively with Community Operations, Safety, Merchant Operations, and Product teams to address operational challenges and enhance platform performance.
Analyze operational trends to develop data-driven recommendations aimed at optimizing incentives, minimizing delivery friction, and enhancing customer satisfaction.
Conduct on-site fieldwork and collaborate closely with courier partners to assess real-world operational challenges and pinpoint scalable enhancements for improved efficiency.
Oversee a diverse range of stakeholder engagements, encompassing EMEA Central Operations, Scaled Operations teams, local SSA operations teams, and commercial teams.
What You’ll Need
Seeking candidates with a minimum of two years of hands-on experience in operations, logistics, consulting, marketplace operations, business analytics, or customer operations, preferably within a dynamic and fast-paced setting.
Demonstrates exceptional analytical and problem-solving abilities, with proficiency in Excel and Google Sheets, and a capacity to analyze operational metrics and derive actionable insights.
Proven expertise in stakeholder engagement and communication, adept at collaborating seamlessly across diverse teams, including support, policy, merchant, and city operations.
Preferred Qualifications:
* Experience in a fast-paced manufacturing environment
* Familiarity with lean manufacturing principles and continuous improvement methodologies
* Knowledge of Six Sigma methodologies and tools
* Experience with root cause analysis and problem-solving techniques
* Ability to interpret blueprints, schematics, and technical documents
* Proficiency in using measuring and testing equipment
* Strong understanding of manufacturing processes and quality control systems
* Ability to work in a team and collaborate with cross-functional departments
* Willingness to work flexible hours, including nights, weekends, and overtime as needed
* Commitment to maintaining a safe work environment and adhering to all safety protocols
Experience in Kenya’s mobility, logistics, e-commerce, food delivery, or boda sectors, coupled with a deep comprehension of last-mile operational challenges, is required.
Proven expertise in SQL and hands-on experience with data visualization platforms like Tableau or Looker to inform and optimize operational decision-making processes.
Proven track record in spearheading operational enhancement initiatives, managing large-scale field operations, or engaging courier/driver teams effectively.
A dynamic entrepreneurial mindset is essential, enabling the ability to excel amidst uncertainty, make swift decisions, and effectively align strategic vision with practical, hands-on implementation.
Qualifications
BA/BSc/HND
Experience Required
2 years
