Final Mile Site Operations Analyst; EM

Final Mile Site Operations Analyst

The Final Mile Site Operations 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.

• 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 including Pre‑Screen, Open Box Inspection, Dispatch Track Monitoring, and Customer Value‑Added Service Layers.
• Conduct regular ride‑along audits of 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 such as route optimization software, telematics, and 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.

• Bachelor’s degree in Logistics, Supply Chain Management, Business Administration, or a related field. High School Degree is required.
• 5+ years of experience in logistics or transportation, with a focus on last‑mile delivery.
• Proven experience managing and supervising delivery teams.
• Strong analytical and problem‑solving skills with the ability to interpret data and drive improvements.
• Excellent communication, interpersonal, and customer service skills.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).
• Experience with Transportation Management Systems (TMS) and route optimization software is a plus.
• Ability to travel up to 10% within the U.S.
• Work Location:
  
  701 Central Ave, University Park, IL 60484 (Onsite).
• Work Hours:
  
  10 AM – 7 PM.

• The position requires the ability to talk and hear while performing the duties of this job.
• The position requires the ability to stand, walk, and use hands to handle or feel, and reach with hands and arms.
• The position requires dexterity to write and use a computer keyboard and mouse.
• The position requires multitasking and solving complex issues, occasionally in a fast‑paced environment.
• This position requires the ability to occasionally lift products, materials and supplies, up to 50 pounds.

• Comprehensive Health Coverage – Top‑tier medical, dental, vision, and prescription plans to keep you and your family covered.
• 401(k) with Company Match – Invest in your future with our competitive retirement savings plan—and we’ll match your contributions.
• Flexible Spending Accounts (FSAs) – Set aside pre‑tax dollars for healthcare or dependent care expenses.
• Paid Time Off & Holidays – Generous PTO plus company‑paid holidays to recharge and unplug.
• Family/Medical/Bereavement/Parental Leave – Paid leave…