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Head of Courier Operations [Fixed-Term]

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Just Eat Takeaway.com

Oct 10, 2024

Applications are closed

  • Job
    Full-time
    Senior Level
  • Customer Relations
    Business, Operations & Strategy
  • Winnipeg

Requirements

  • Experience in leading managers and creating high performing teams.
  • Experience in six sigma, lean manufacturing or another process improvement methodology and/or project management would be an asset.
  • Experience working with Workforce Management (WFM) and planning/forecasting teams would be an asset.
  • Has led both in-person, hybrid and fully virtual/remote teams of varying sizes.
  • Has led large scale/cross-functional projects.
  • Is analytical and data-driven.
  • Is well versed in Gsuite including Google Sheets, Google Docs and Presentations.
  • Strong communicator - both written and verbal.
  • Is extremely organized and understands the benefits of process and document controls.
  • Has a great attitude and is a proven self-starter.
  • Is able to work through challenges.
  • Thrives in a rapidly changing environment.
  • Live the G.R.E.A.T. values of JustEat - Takeaway | SkipTheDishes.
  • Strong knowledge of contact centre performance trends and KPIs.
  • Proficiency in managing internal operations, working with external partners, and performance improvement initiatives.
  • Understanding of contracts, SOWs, and playbook management.
  • 5+ years of experience managing contact centre operations.
  • 5+ years of experience interfacing with or managing external partners.
  • Bachelor's degree in Operations Management or equivalent experience.

Responsibilities

  • Ensuring that documented standardized processes exist for International Courier Operations - proactively implement process improvements to enhance the network’s performance; Data collection, time studies, and process mapping associated with current state and future state process improvements.
  • Ensure top-tier support for couriers through both in-house teams and external partners while driving a culture of continuous improvement.
  • Participate in medium-term (3-12 months) and long-term planning to align team and external partner capabilities with the company’s expansion and growth strategy.
  • Achieve CPO and Service Level (SVL) goals across all support channels.
  • Be available periodically during peak business times (e.g., Friday evening, weekends) to address demand.
  • Periodically travel internationally to external partner locations to ensure on-site management and foster strong working relationships.
  • Provide support and leadership to courier operations managers and their teams.
  • Facilitate communication between managers in all Delco countries and feeding relevant information to the Director of Courier Operations and other stakeholders (as deemed necessary) in a concise and timely fashion.
  • Provide motivation and innovative solutions to facilitate the continued growth of the company and the team.
  • Be on the front lines with the team, handling day-to-day operational challenges in a fast-paced, changing environment.
  • Know BU’s KPIs inside and out, and influence positive outcomes that show improvement.
  • Relentless focus on adding value to your BU’s stakeholders, with thoughtful consideration to other stakeholders and BUs.
  • Facilitate the development of great leaders.

FAQs

What are the main responsibilities of the Head of Courier Operations?

The Head of Courier Operations is responsible for managing courier logistics, ensuring performance goals are met, implementing process improvements, providing leadership to operations managers, facilitating communication across teams, and addressing operational challenges.

Is travel required for this position?

Yes, periodic international travel is required to partner locations for on-site management and relationship building.

What qualifications are needed for this role?

Candidates should have 5+ years of experience managing contact centre operations, interfacing with external partners, a Bachelor's degree in Operations Management or equivalent experience, and strong knowledge of performance trends and KPIs.

What kind of team will I be leading?

You will lead a team of four managers who oversee various aspects of courier operations.

How flexible are the working hours in this role?

The role requires flexibility in working hours/shifts to support international operating hours and business needs, including availability during peak business times.

What skills are important for success in this position?

Important skills include strong leadership capabilities, analytical and data-driven thinking, proficiency in process improvement methodologies, excellent communication skills, organization, and the ability to thrive in a rapidly changing environment.

Does the company offer opportunities for growth and development?

Yes, Skip offers opportunities for personal and professional growth as the company expands, allowing employees to meet and surpass new challenges.

What is the company's stance on diversity and inclusion?

Skip is committed to fostering a diverse and inclusive environment where all employees feel they truly belong and are respected and valued.

Are there opportunities for remote work in this position?

While the role involves hybrid management of teams, it requires presence in various countries, so full-time remote work is not feasible.

What performance metrics will I be responsible for?

You will be accountable for achieving CPO and Service Level (SVL) goals across all support channels and will need to know BU's KPIs inside and out to influence positive outcomes.

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Just Eat Takeaway.com

Technology
Industry
10,001+
Employees
2001
Founded Year

Mission & Purpose

Just Eat Take​away​.com is a lead­ing glob­al online food deliv­ery mar­ket­place, con­nect­ing con­sumers and restau­rants through our plat­form in 20 coun­tries. Like a dinner table, working at JET brings our office employees and couriers together. From coding to customer service to couriers, JET is a fun, fast-paced and supportive place where you can be yourself. No day is the same. Our days are filled with new experiences. We see every challenge that comes our way as a chance to grow, both the business, and ourselves. We’re connected to millions of food-lovers, hundreds of thousands of connected partners and some of the best-known brands of the planet. When you take your seat here, you’ll find that a simple scribble on a napkin can turn into something seen by millions. Together we transform, create, reinvent and empower every food moment. As a leading online food tech company, JET brings together the stability of a global business, with the agility of a start-up. We got here by always staying one step ahead of the competition. So load up your plate with ideas that get you excited, because at JET everything is on the table.

Culture & Values

  • #Lead

    We’re proud to be a global leader in the online food delivery market. Not just in restaurant choice and order numbers, but also by creating innovative and sustainable solutions.

  • #Deliver

    We deliver more than just fantastic food, both to our customers and ourselves. We work together to ensure success and grow our business.

  • #Care

    We care for our customers and restaurant partners by understanding their needs. This care also extends to society at large, from ethical choices to environmental initiatives.

Benefits

  • Our Mental Health First Aiders

    Our global community of Mental Health First Aiders (MHFA’s) support our mission to create a healthy and safe working environment at JET by encouraging people to speak up about their struggles and about their wellbeing in an open and positive way.

  • Wellbeing Coaching

    ​​​Sometimes we need a helping hand to achieve our wellbeing goals or to make positive lifestyle changes. At JET, employees have access to a global network of wellbeing coaches to support them to make small changes that lead to big improvements for their wellbeing.

  • Employee Assistance Programme

    We have our confidential Employee Assistance Programme that provides our JETers and their family members with access to emotional, financial, legal and other practical support 24/7/365.

  • Training and ongoing campaigning

    We run campaigns, initiatives and training to educate and empower our JETer’s and their managers to not only take care of themselves but also of each other.