JD.COM
Program Manager – 3PL After Sales and Reverse Logistics
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About the Role
As a Program Owner in the functional Last Mile Delivery Team, you will lead a core program with European scope to strengthen JD Logistics After Sales and Reverse Logistics capabilities, directly impacting customer experience. Your focus will be on:
- Strategic capability improvements
- Refine European After Sales logistics strategy in alignment with Leadership Team, Country Teams, and other key stakeholders. Propose improvements and own execution.
- Collaborate with internal stakeholders to identify structural customer experience improvements
- Process definitions and execution of standards
- Define, standardize and improve After Sales and Reverse logistics frameworks and processes, ensuring highest customer satisfaction.
- Partner with Warehouse, Procurement, or Solution Teams to enhance After Sales logistics flows, e.g., by optimizing the return SLA with 3PLs and Warehouses to reduce parcel return time
- Achieve high parcel tracking information accuracy and 3PL pick-up rate across Europe
- Execute deep dives to identify potential, align them with stakeholders, and execute fast
- Performance monitoring and improvements
- Manage After Sales KPIs by ensuring that Country Teams receive KPI data and action plans are tracked and followed
- Execute daily/weekly KPI monitoring including the reporting of root causes and corrective actions. This includes Country and Management Teams
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Requirements
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- Language Requirements: Fluent spoken and written in English
- Professional Experience: More than 5+ years of professional experience in the respective field
- Education: Bachelor's degree or higher
- Experience: Experience in the last mile delivery sector, ideally in returns/reverse logistics role
- Skills:
- Proficient in Office software
- Strong data analysis skills
- Attributes:
- Strong sense of responsibility
- Strong communication and coordination skills
- Logical thinking and proven problem-solving abilities; ideally in a multi-cultural environment.
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