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DESCRIPTION

As a Senior Manager in Process Improvement, you will play an instrumental role in guiding stakeholders across a range of central functions, from logistics to customer service and beyond, and addressing challenges with high potential for innovation across the business. Your work will make a difference to your organization as you create solutions to often complex or ambiguous global challenges. From leading a team to implementing long-term plans, you will be an integral part of our future innovation, helping us continually redefine and offer the best customer experience. Your key outcome will be to improve customer when interacting with a pickup point.

Key job responsibilities
- Manage external partners to deploy initiatives or enhancements focused on improving customer experience and delivery success.
- Influence internal teams, as transportation or customer service, to optimize logistics and delivery processes.
- Define optimal transportation configurations and implement changes on the logistics processes to adapt to customer needs.
- Carry out team and organizational reviews and assess key performance metrics.
- Define data-led approaches to programs and ways of working.
- Resolve business-critical and persistent problems.
- Define departmental strategies and structures when expanding pickup points networks.

A day in the life
The Process Improvement Specialist is obsessed with ensuring excellent customer experience and delivery success. You will use key metrics to monitor performances, report internally and externally and influence the implementation of process changes and new programs/initiatives. You will work alongside a variety of product, tech, operations, and business stakeholders to drive business-critical programs. You will challenge and guide external teams to ensure the timely progress and completion of their deliverables, coordinate their efforts, and address a lack of traction or adoption where necessary.

About the team
The 3P Quality team is spread across all regions (EU, NA and APAC) with representatives of this team focused on the management of external partners to deliver optimal results. This team works in close collaboration with 3P Network Management and 3P Expansion teams, to ensure every decision taken balances network health, speed and CX. The team also collaborates with internal teams as Global Transportation, Tech, Product, or Customer Services teams to define the customer journey when interacting with a 3P pickup point location.