Shop - Logistics Operations Strategy & Service Excellence Manager

Responsibilities

• Own service performance across logistics scenarios, focusing on improving seller experience and driving continuous operational improvements.
• Manage BPO/vendor operations, including SOP definition, quality standards, and performance monitoring (CSAT, SLA, resolution efficiency, cost efficiency).
• Drive seller experience operations, identifying pain points across logistics and aftersales journeys, and implementing improvements to enhance seller satisfaction.
• Design and optimize service processes and channels, improving end-to-end workflows and enabling scalable and efficient service delivery.
• Partner with Product and Engineering teams to improve CRM systems and tools, simplify BPO handling workflows, and drive automation and efficiency gains.
• Analyze key operational and cost drivers (compensation, claims, DNR), identify root causes, and drive improvements in both service quality and cost control.

• 5+ years of experience in operations, logistics, e-commerce, or related fields.
• Proven ability to own and improve service performance or operational metrics in a complex environment.
• Strong problem‑solving skills, with experience identifying root causes and driving structured improvements.
• Experience working cross‑functionally with Product, Engineering, and Operations teams.
• Ability to drive end‑to‑end initiatives with clear ownership and accountability.
• Experience using data to monitor performance, identify trends, and support decision‑making.

• Experience managing BPO/vendor operations, including performance management and quality improvement.
• Experience in logistics, aftersales, or seller service operations, with understanding of end‑to‑end service flows.
• Experience driving service experience and cost optimization initiatives (compensation control, claims, recovery improvement).
• Experience working with CRM systems, tooling, or automation, and partnering with Product/Engineering to improve workflows.

The base salary range for this position in the selected city is $115,520 - $209,380 annually. Compensation may vary outside of this range depending on a number of factors, including a candidate’s qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.

Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short‑term and long‑term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).

The Company reserves the right to modify or change these benefits programs at any time, with or without notice.

For Los Angeles County (unincorporated) candidates:
Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:
1) Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;
2) Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and
3) Exercising sound judgment.