Courier Experience & Operations Coordinator

About the role

We are looking for a Courier Experience & Operations Coordinator to manage the end‑to‑end lifecycle of our courier fleet. Working within the local Operations department, you will ensure operational excellence, fleet health and stable service quality for our global delivery platform.

Key responsibilities

• Execute the standardized courier journey from onboarding to off‑boarding following global frameworks.
• Track local courier KPIs, identify under‑performance and implement improvement plans.
• Collect data and performance highlights for Monthly Business Reviews.
• Communicate system changes to couriers and resolve first‑level grievances.
• Maintain the Courier Knowledge Base with accurate, accessible information.
• Supervise couriers and Captains, providing feedback and fostering collaboration.
• Analyze fleet health through sentiment reviews to support continuous improvement.

Required profile

• Proven experience coordinating logistics, last‑mile delivery or retail operations.
• Strong data literacy with the ability to work in Excel and dashboards.
• Basic understanding of local delivery operations and employment regulations.
• Customer‑focused mindset supporting internal teams and external courier partners.

Required skills

• Excel