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Courier Operations Lead

2 months ago

Winnipeg, Manitoba, Canada Just Eat Takeaway Full time
About the Role

We are seeking an experienced Operations Director to lead our Courier Operations team. As a key member of our Global Operations team, you will be responsible for managing courier logistics and operational capacity for our Canadian market and international partners.

Key Responsibilities
  • Process Improvement: Develop and implement standardized processes for international courier operations, ensuring data-driven decision making and continuous improvement.
  • Courier Support: Provide top-tier support to couriers through in-house teams and external partners, driving a culture of continuous improvement.
  • Strategic Planning: Participate in medium-term and long-term planning to align team and external partner capabilities with our company's expansion and growth strategy.
  • Operational Management: Manage operational capacity, including workforce management and planning/forecasting teams.
  • Team Leadership: Lead in-person, hybrid, and fully virtual/remote teams of varying sizes, with experience in leading large-scale/cross-functional projects.
Requirements
  • Experience: 5+ years of experience managing contact centre operations and interfacing with or managing external partners.
  • Education: Bachelor's degree in Operations Management or equivalent experience.
  • Skills: Strong knowledge of contact centre performance trends and KPIs, proficiency in managing internal operations, and understanding of contracts, SOWs, and playbook management.