
Optimized Post-Purchase Experience Specialist
18 hours ago
We are seeking a skilled Senior Program Manager to take on the challenge of optimizing our post-purchase journey.
Job Overview:
- End-to-end ownership of our marketplace's post-purchase experience, ensuring reliability, cost efficiency, and seamless retailer interactions.
- Strategic oversight of seller-side dispatches, focusing on timely packing, order readiness, and minimizing post-order stockouts.
- Effective management of 3PL relationships, enforcing accountability for pickup/delivery SLAs, costs, and quality standards.
- Analysis and optimization of allocation processes, reduction of transit exceptions, damages, and returns.
- Collaboration with Operations and Customer Service teams to decrease contact rates, resolve warranty issues, and ensure timely ticket closure.
- Monitoring of penalty recovery, claims realization, and identification of leakage areas (lane delays, packer/station misses, weight mismatches).
Key Qualifications:
- 4–7 years of experience in e-commerce logistics, 3PL operations, or supply chain management.
- Strong understanding of seller dispatch operations, 3PL contracts, on-time delivery, return to origin, and cost control mechanisms.
- Proficiency with data analysis tools, Excel/Sheets; SQL/BI skills a plus.
- Bias towards action, strong vendor management, and structured problem-solving abilities.
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