Delivery Experience Steering Manager (All Genders)

Last Mile Delivery Strategy Execution

• Monitor and teer the execution of the ecommerce last mile delivery experience strategy in line with the customer promise growth objectives and platform capabilities.
• Ensure strategic alignment between delivery experience ambitions and operational feasibility.
• Track delivery performance against roadmap commitments identifying risks dependencies and deviations early.
• Provide regular progress updates and insights to senior leadership highlighting impact risks and mitigation actions.

Customer Care Improvement Steering

• Own the transformation of Freshdesk Program delivery insights into actionable country-level improvement plans.
• Establish strong ownership with Delivery Experience Managers (DEMs) while ensuring alignment through central program steering and governance.
• Monitor validate and report the impact of improvement actions linking delivery execution to measurable ticket reduction and service performance improvements.
• Escalate risks delays or misalignment early and proactively steer corrective actions to maintain program effectiveness.

Portfolio Prioritization & Initiative Steering

• Own the prioritization and steering of delivery experience initiatives within last mile including delivery speed of last mile carriers ontime delivery firstattempt success and reduction of customer contacts.
• Analyze customer feedback complaints CSAT results and operational data to drive initiatives improving delivery communication predictability and satisfaction. Balancing customer experience impact with cost efficiency and scalability to ensure sustainable outcomes.
• Design and operate SQL queries proving initiative assumptions as well as runs ad-hoc analyses that explain the impact of the decisions.
• Ensure consistency and comparability across countries by applying standardized action templates KPIs and reporting mechanisms.
• Identify successful initiatives and scale best practices across countries to maximize customer experience and operational impact.

CrossFunctional & Regional Collaboration

• Coordinate with regional managers and internal Last Mile stakeholders to align on service standards and improvement plans.
• Prepare steering materials for senior management including performance reviews business cases and decision proposals.
• Act as a trusted advisor to leadership on last mile delivery experience trends risks and improvement opportunities.

Qualifications :

• Bachelors or Masters degree in Business Supply Chain Logistics Operations Management or related field.
• Additional education or certifications in analytics datadriven decisionmaking or project management are an advantage
• 5 years of experience in ecommerce last mile delivery logistics strategy operations consulting or similar environments
• Proven experience steering complex crossfunctional initiatives in highvolume fastpaced organizations
• Demonstrated ability to structure complex problems analyze large datasets and derive clear actionable insights
• Advanced proficiency in Excel and experience working with BI tools (e.g. Power BI Tableau) and/or SQL
• Strong understanding of last mile KPIs such as ontime delivery firstattempt success cost per delivery customer contacts and NPS
• Strong rootcause analysis and problemsolving capabilities
• Excellent stakeholder management and communication skills.
• Proactive structured and ownershipdriven approach to work
• Ability to thrive in a fast-paced matrixed environment.

Additional Information :

Headquartered in Munich with offices across Madrid Krakow Wroclaw London and Vienna we collaborate because we genuinely love working together - so youll be at the heart of an incredible multinational team. We trust each other to get the job done which means youll benefit from hybrid working spending 60% of your time in the office and 40% at home. Theres an option to work for 20 days abroad in approved countries too.

Add to that development opportunities that help you to shape your own career path excellent training and support wellbeing offers subsidised transport or bike leasing plus 20% discount across all our products and youll begin to get a sense of what sets us apart. Find out more about the specific benefits at your local office in our blog posts.

A note on compensation: We believe in being transparent about salary ranges. The range shown reflects the full scope that the role can grow into over time depending on experience skills and impact. Most offers are positioned around the midpoint of the range ensuring a fair and consistent approach across our teams.

At zooplus we believe in equal opportunity and support everyone to fulfil their potential. We recognise the power of listening and learning from each other and embrace diversity and inclusion of all.

#LI-Hybrid

Remote Work :

No

Employment Type :

Full-time

Experience: years
Vacancy: 1