Regional Manager, Service Recovery

Regional, Singapore /
Operations – Recovery /
Permanent, Full-time
Ninja Van is a tech-enabled logistics company on a mission to provide hassle-free delivery services for businesses of all sizes across Southeast Asia. Launched in 2014, we started operations in Singapore and have become the region's largest and fastest growing last-mile logistics company, partnering with over 35,000 merchants and delivering more than 1,000 parcels every minute across six countries. 

At our core, we are a technology company that is disrupting a massive industry with cutting-edge software and operational concepts. Powered by algorithm-based optimisation, dynamic routing, end-to-end tracking and a data-driven approach, we provide best-of-class delivery services that delight both the shippers and end customers. But we are just getting started! We have much room for improvement and many ideas that will further shape the industry.

As a member of Ninja Van Regional Operations team, you will help to develop organizational structure for scale, and support operational excellence throughout the region. The ideal candidate for this role should have a customer experience mindset, exceptional analytical skills, a marked taste for operational challenges and the ability to present information clearly.

Responsibilities

    • Identify customer touch points, plan, strategize and streamline processes to explore new ways including automation to improve and excel in the quality of customer experience in relation to escalations to ground ops
    • Review current VOC ecosystem, which include digital and non-digital sources to garner useful customer insights for improvement of customer experience in relation to escalations to ground ops
    • Develop, monitor and execute analytical tools to measure operational excellence and be expected to concisely explain both what the numbers are saying and what we should be doing, to senior leadership and all teams across the region
    • Develop analytical frameworks for continuous process improvement and to lead subsequent relevant projects to increase efficiencies, finalizing initiatives into standardized operating procedures expeditiously
    • Responsible for gathering requirements, solution and design reviews, integration and data approach, release management methodology, fit/gap analysis of product capabilities, adoption approach, and best practices related to use of Salesforce
    • Communicate product/process needs to HQ, work with product/engineering to deliver on them
    • Develop and share best practices to scale operation escalations across all countries
    • Coach and support local teams for major strategic initiatives and new project launches
    • Document finalized initiatives into standardized operating procedures expeditiously

Requirements

    • Bachelor's Degree from a recognized university
    • At least 3 years of experience in a relevant field
    • Absolute team player with strong communication and organizational skills
    • Possess a data-driven decision mentality to make sound business judgment through strong analytical thinking
    • Balance attention to detail with swift execution
    • Can do and self-starter attitude
    • Proficient in Excel and data management skills
    • Willingness to travel for up to 3 days per week
    • Experience with Salesforce Service Cloud and Einstein
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