About the Network Operations Role
We are seeking an experienced Network Operations Manager to join our team in Brisbane. This is a hybrid opportunity that requires regular store visits and office-based work at Eight Mile Plains QLD.
The successful candidate will influence the bigger picture and be part of our ambition to deliver best-in-class last mile solutions for customers across the Woolworths Group.
Key Responsibilities
The eComX Point 2Point proposition has grown to be a billion-dollar proposition with over 60% of P2P orders being same-day and On-demand to customers; servicing over 97% of the Australian population.
This role manages day-to-day Woolworths Online deliveries, requiring a customer-first, logical approach and collaboration with internal and external stakeholders to deliver efficient and effective customer experiences.
The Network Operations Manager is a major contributor to the delivery of day-to-day operational excellence, as well as long-term strategic goals.
They will work closely with the HomeRun teams, eComX fulfillment teams, and Store teams to execute best-in-class customer service at the lowest possible economics.
What You'll Do
Reporting to the Head of Point to Point Operations (P2P), the Network Operations Manager drives daily operational excellence, collaborating with HomeRun, eComX, and Store teams to deliver best-in-class customer service efficiently.
You will:
* Manage crowdsourced delivery partners for contract/policy compliance and optimal customer experience.
* Analyze the operation of the business to ensure that the customer is receiving best-in-class service and optimize for highest NPS performance.
* Govern the customer feedback management process and framework to ensure we are working with delivery partners to address and resolve customer concerns.
* Review and improve delivery KPI's and influence store and state operational teams to act.
* Partner closely with Tech squads to develop product road maps to improve and enhance convenience offers.
* Collaborate with stakeholders to manage store capacity/volume and advise on future planning.
* Review window and geographic mapping profile for stores to address concerns with on-time delivery, drop cost, and capacity fluctuations.
* Support and/or lead the planning and execution of key seasonal and promotional events with our crowdsourced delivery partners.
Required Skills and Qualifications
- A customer-centric lens, with a demonstrated ability to manage external providers to deliver strong performance outcomes; preferably within the logistics industry.
- Demonstrated ability to work with large amounts of data to derive actionable insight in regards to operational and financial performance, and build an actionable plan to facilitate accordingly.
- Previous experience or exposure to leading performance with crowd-sourced carriers is highly desirable.
- Demonstrated understanding of the e-commerce landscape, with exposure to the on-demand market.
- Strong computer skills - Excel, PowerPoint, Google for Work Suite.
- Strong communication and stakeholder engagement skills.
- Understanding of Logistics Operations and Supply chain.
- Ability to work in line with HomeRun Operations, including nights and weekends where required.
Benefits
As a Network Operations Manager, you will have the opportunity to work in a dynamic environment, collaborate with cross-functional teams, and drive innovation in last-mile delivery solutions.
Our company values include [insert company values here].
Others
Our company is committed to diversity, equity, and inclusion. We welcome applications from all qualified candidates, regardless of their background or identity.
],