Courier Experience & Operations Coordinator

About the role

As a Courier Experience & Operations Coordinator you will act as the primary anchor for the end‑to‑end courier lifecycle within the local Operations department of a leading global online delivery platform. You will ensure that the fleet operates smoothly, maintain service quality and support the health of our courier community.

Key responsibilities

• Execute the standardized courier journey from onboarding to off‑boarding following global frameworks.
• Monitor local fleet capacity and carry out recruitment plans directed by the Head of Operations.
• Track courier KPIs, identify under‑performance and launch improvement plans.
• Gather data and prepare highlights for Monthly Business Reviews.
• Inform couriers of system changes and resolve first‑level grievances.
• Monitor weather forecasts and relay critical information to Leads and Planners.
• Maintain the Courier Knowledge Base for accurate, accessible information.
• Supervise couriers and Captains, providing feedback and fostering collaboration.
• Analyze fleet health through Peakon reviews to continuously improve the courier experience.

Required profile

• Proven experience coordinating logistics, last‑mile delivery or retail operations.
• Strong data literacy with the ability to navigate Excel and dashboards.
• Disciplined process mindset, adhering to global standards while handling local nuances.
• Basic understanding of local delivery regulations and employment rules.
• Clear verbal and written communication skills for a diverse, decentralized workforce.
• Highly motivated to achieve goals and maintain fleet stability.
• Commitment to supporting internal teams and external courier partners.

Required skills

• Excel