Job Description
We are seeking a skilled and experienced Program Manager to lead our delivery quality optimization initiatives across the Australian network.
This is a high-impact role that will drive quality improvements affecting millions of customer deliveries while ensuring operational excellence across First, Middle, and Last Mile operations.
The successful candidate will have exceptional analytical skills with proven experience in metrics management, strong stakeholder management abilities, and a proven track record of leading complex quality initiatives in fast-paced environments.
Key Responsibilities
* Own and optimize end-to-end delivery quality metrics across the network
* Lead Weekly and Monthly Business Reviews (WBRs/MBRs) for quality performance
* Create and maintain quality scorecards and reporting systems
* Partner with Customer Service, First, Middle and Last Mile Operations Teams to align on quality expectations and resolution paths
Required Skills and Qualifications
Strong analytical skills with proven experience in metrics management
Excellence in stakeholder management across multiple operational teams
Demonstrated ability to translate data insights into actionable improvements
Proven track record of leading complex quality initiatives in fast-paced environments
Advanced Excel skills and proficiency with data visualization tools (SQL skills a bonus)
Experience in transportation quality management preferred
Benefits
This role offers the opportunity to directly impact customer satisfaction while optimizing quality processes across one of Australia's largest delivery networks.
You'll work with diverse teams across First, Middle, and Last Mile operations to drive meaningful improvements in our delivery performance and customer experience.
Basic Qualifications
* Professional experience in either supply chain and logistics, transportation, operations, and/or e-commerce industries
* Relevant program or project management experience in a similar role
* Experience in working cross-functionally with tech and non-tech teams
* Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
Preferred Qualifications
Experience in driving end-to-end delivery and communicating results to senior leadership
Experience in driving process improvements
Completed Bachelor's Degree from an accredited University