Responsibilities
- Lead the development of cost-efficient, competitive and customer experience-focused shipping solutions that balance customer experience, cost and operational efficiency
- Own and support continuous improvement of the end-to-end delivery experience, including estimated delivery promise, shipment visibility, predictive modeling for shipment delay and notifications and logistics related experience
- Develop, refine, and track vendor performance metrics and internal US specific KPIs
- Provide guidance, direction and feedback to Global Logistics team to drive execution excellence and consistent delivery experience improvements
- Lead to drive US delivery projects, risk mitigation, and deliverables
- Oversee training junior team members to ensure consistent understanding of processes, systems, and compliance requirements, etc
- Serve as subject matter expert demonstrating in-depth knowledge of market, culture, logistics-related regulations and policies, clearance procedures, and carrier capabilities
- Build and maintain strong relationship with vendors to resolve delivery related issues and identify opportunities for projects/initiatives to achieve mutual growth
- Develop new, progressive, and creative delivery programs/products throughout the assigned shipping lane(s)
- Set-up new and continually improve existing processes for the assigned lanes and carriers
- Perform research, gather, and analyze data for assigned lanes and projects, and translate insights into actionable recommendations
- Actively identify and scope new opportunities to improve how we serve customers and business processes
- Maintain and audit TMS vendor rates and routings, lead times, pick-up times, logos, VAT, tracking mapping, and shipping content
- Proactively investigate beyond surface-level issues to uncover root causes and implement long-term, systemic solutions that prevent recurrence and improve delivery reliability and efficiency
- Seek improvements in processes between the Global Logistics team and its internal and external partners
- Perform audits, comply with internal compliance process, review logistics processes and support contract process with the Leadership team when needed
- Perform site visit at carrier’s facility and attend in person team meeting when required
- Support assigned projects when needed
Requirements
- Experience in enhancing delivery networks for direct to consumer shipping solutions to improve transportation cost, speed, and customer experience
- Experience working in an e-Commerce environment and deep understanding of the D2C (Direct-to-Consumer) landscape
- Proven track record in complex carrier negotiations including contract review
- Applies sound judgment and experience to plan and execute effectively, balancing cost, speed, and customer experience trade-offs
- Ability to partner with cross-functional stakeholders to design and implement new analytical models and tools, enabling data-driven decisions and optimize cost, service, and delivery experience
- Strong project management experience including managing complex project goals, providing timely project updates, etc
- Ability to coordinate and guide the work of the team of a geographically distributed team across different time zones while fostering a positive environment for the team members
- Ability to analyze and evaluate complex information to identify optimal solutions
- Strong vendor management experience to drive success for the end consumer
- Experience with training and developing team members
- Highly proficient in all Microsoft Office software including Google Docs, Word, PowerPoint, Excel, etc
Additional Information
- Physical Demands: While performing the duties of this job, the team member is regularly required to talk and hear. The team member is frequently required to sit; use hands and fingers, bend, stoop and reach with hands and arms
- Work Environment: The noise in the work environment is usually moderate
- Professional, yet casual work environment
- Office / Warehouse environment
- Work closely with global teams across multiple regions; flexibility in working hours may be required
