Courier Support Specialist

Process Excellence: Act as subject matter expert for delivery operations. Continuously identify fleet's pain points, evolve operational standards, and implement improvements to create an efficient and seamless delivery experience. Cross‑Functional Collaboration: Serve as a strong communicator and influencer, liaising with cross‑functional teams to align priorities and achieve shared goals. Leadership: Lead two reviewer teams handling courier appeal tickets, new joiner applications, and other review requests. Ensure SLA and accuracy by developing comprehensive SOPs, delivering effective coaching, and maintaining clear communication. Ownership: Demonstrate end‑to‑end accountability, from high‑level strategic planning, day‑to‑day operational maintenance to urgent inccident handling around-the-clock, ensuring consistent delivery of team goals and operations planning. Data‑Driven Insights and Scalability: Monitor performance metrics, analyze trends, and provide actionable insights to improve fleet experience and cost effectiveness, such as driving continuous improvement by piloting new tools, automation, and scalable solutions to support growing business demands. Ad Hoc Projects: Support special initiatives and ad hoc assignments as needed, contributing to pilot programs, process experiments, and urgent operational priorities. Demonstrate adaptability by stepping into new projects that enhance courier support and overall fleet performance. 【任职要求】 Bachelor's degree from a recognized institution in any field Good command of both written and spoken English and Chinese (Mandarin & Cantonese) Minimum of 3 years' experience working in operations, preferably in digital platforms or gig economy industry, leadership experience is a plus Proven ability to influence stakeholders through effective communication Flexible and willing to adapt to changing environments