Stuart is a sustainable, market leading last-mile delivery platform that connects businesses of all sizes to a fleet of geolocalised couriers! Our mission is to build the future of logistics for a more sustainable world: shared, efficient and reliable!
In 2020 we doubled in size and continue to grow strong! We’re an international melting-pot of 500+ people working from Paris, London, Barcelona, Madrid, Warsaw and Lisbon.
More than 8000 companies across Europe work with us already across a variety of verticals including Retail, Restaurants, Grocery, Ecommerce and Professional Services! We empower businesses, large and small to deliver all types of goods whilst also providing same-day delivery, next-day delivery and return solutions!
About the Role
We are looking for an Online Experience Manager to join the Courier Experience team, led by April.
This team is responsible for continuously improving the courier’s experience while they are active on the platform. Your team empowers couriers to know what to expect and do at all stages of the delivery flow and ensures they are safe - a best-in-class online experience means our fleet of many thousands(!) deliver more, earn more and are happier when they engage with Stuart. You will be responsible for managing the team and ensuring operational excellence through continuous process improvement.
Responsibilities
- Process Improvement - Ensure that courier-facing processes and courier touchpoints with Stuart (via Customer Support and Operations) are efficient for couriers and scalable across all fleet models and new business initiatives.
- Project Management - oversee the completion, quality and impact of projects within the team. Prioritise projects to maximise courier experience across multiple focus areas, including Delivery Processes, Ticket Performance (courier touchpoints with Stuart, eg. chats and emails) and Health amp; Safety.
- Team Management - You will come into this role with one direct report. You will quickly participate in hiring and be responsible for building and coaching a high performing team who are focused on the above areas.
- Stakeholder Management: Communicate with many areas of the business to understand their needs and take them into consideration for our processes: eg Programs Teams who launch new fleet models and enterprise clients, Project Teams who launch new courier app features, Customer Support who are the front-line interface with couriers, Account Management who need to inform clients of delivery process changes or flag courier experience issues.
- Turning Facts into insights - oversee the data reporting structure within your team. Your team designs reports reflecting performance across several areas of courier experience (one example: weekly live chat response time performance relative to our internal targets). These reports need to be engaging for our stakeholders and involve an in-depth understanding of data to communicate with data teams.
Requirements
- 5+ years in Operations, Project Management, Consulting or similar roles
- 1+ years experience directly managing a team of at least 2 people
- You have strong process improvement skills and have led large projects with this focus
- Exceptional communication - you will need to coordinate across a variety of teams, highlighting issues with senior stakeholders skilfully and be comfortable having challenging conversations
- Strong analytical mindset - you use data to quantity performance, issues and impact
Benefits
- Lunch paid for every day (up to 10) and all the free drinks/snacks you can handle.
- Career advancement opportunities as they grow quickly and encourage internal promotions
- StuAcademy - learning and development programs, including full access to Udemy, regular workshops, lunch amp; learns
- StuClasses, StuTalks to share info on interesting topics, whether that be Technology, Data advancements, Diversity amp; Inclusion or Recruitment!
- Pension taken care of through a partnership with Royal London
- Work in an international, diverse, dynamic and passionate environment with a great company culture focused on learning and development
Want to learn more about us? https //stuart.com/about-us/
Stuart is an equal opportunity employer and we value diversity at our company. We don't discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status or disability status.