Final Mile Site Operations Analyst; EM

Final Mile Delivery Senior Analyst

The Final Mile Delivery Senior Analyst plays a pivotal role in ensuring seamless last-mile delivery operations, driving customer satisfaction, and optimizing delivery efficiency. This position requires a strategic thinker with strong leadership, analytical, and problem-solving skills to oversee delivery operations, enhance driver performance, and collaborate effectively with Distribution Centers and Final Mile Carriers.

1. Delivery Operations Management:

• Monitor and analyze key performance indicators (KPIs) such as on-time delivery rates, customer satisfaction scores, and delivery costs to identify improvement opportunities.
• Develop and implement Standard Operating Procedures (SOPs) to ensure operational consistency and efficiency.
• Support programs and initiatives like Pre-Screen, Open Box Inspection, Dispatch Track Monitoring, and Customer Value-Added Service Layers.
• Conduct regular ride-alongs to audit driver execution and identify on-route improvement opportunities.
• Validate third-party partners' adherence to service level agreements (SLAs) and act as the central point of contact for escalated issues.
• Ensure consistency in service execution across the network and validate timely updates of open orders/work orders by third-party providers.

2. Driver Management:

• Conduct performance reviews with Final Mile Carriers, provide constructive feedback, and address performance gaps.
• Ensure driver compliance with pre-delivery, delivery, and post-delivery process requirements.
• Evaluate capacity needs based on forecasted volume to optimize resource allocation.

3. Customer Service:

• Respond promptly to customer inquiries and resolve delivery-related issues with professionalism.
• Proactively identify and address customer concerns to enhance satisfaction.
• Build and maintain strong relationships with cross-functional teams, including customer service, operations, returns, and quality assurance.

4. Technology & Innovation:

• Explore and implement new technologies (e.g., route optimization software, telematics, mobile delivery apps) to improve efficiency and customer experience.
• Stay informed about industry trends and best practices in last-mile delivery.

5. Budget Management:

• Identify and implement cost-saving measures to optimize operational expenses.

6. Team Leadership:

• Lead, motivate, and develop a high-performing delivery team to achieve organizational goals.
• Foster a collaborative and positive work environment that encourages innovation and excellence.

Job Duties:

• Monitor and analyze key performance indicators (KPIs) such as on-time delivery rates, customer satisfaction scores, and delivery costs.
• Develop and implement Standard Operating Procedures (SOPs) to ensure operational consistency and efficiency.
• Support programs and initiatives like Pre-Screen, Open Box Inspection, Dispatch Track Workflows, and Customer Value-Added Service Layers.
• Conduct regular ride-alongs to audit driver execution and identify on-route improvement opportunities.
• Validate third-party partners' adherence to service level agreements (SLAs) and act as the central point of contact for escalated issues.
• Ensure consistency in service execution across the network and validate timely updates of open orders/work orders by third-party providers.
• Conduct performance reviews with Final Mile Carriers, provide constructive feedback, and address performance gaps.
• Ensure driver compliance with pre-delivery, delivery, and post-delivery process requirements.
• Evaluate capacity needs based on forecasted volume to optimize resource allocation.
• Respond promptly to customer inquiries and resolve delivery-related issues with professionalism.
• Proactively identify and address customer concerns to enhance satisfaction.
• Build and maintain strong relationships with cross-functional teams, including customer service, operations, returns, and quality assurance.
• Explore and implement new technologies (e.g., route optimization software, telematics, mobile delivery apps) to improve efficiency and customer experience.
• Stay informed about industry trends and best practices in last-mile delivery.
• Identify and implement cost-saving measures to optimize operational expenses.
• Lead, motivate, and develop a high-performing delivery team to achieve organizational goals.
• Foster a collaborative and positive work environment that encourages innovation and excellence.

Skills:

• Leadership and Team Management
• Communication and Interpersonal Skills
• Problem-Solving and Analytical Skills
• Customer Service Orientation
• Organizational and Planning Skills
• Data Analysis and Reporting
• Technology Savvy
• Time Management