Senior Associate, Rider Operations Lead - Customer Service, SPX Express

• Develop and implement performance and quality standards for the rider nationwide and at region levels.
• Analyze rider performance data (e.g., productivity, compliance, customer contact/complaint) to identify trends, strengths, and weaknesses.
• Develop and execute performance improvement programs, training, and initiatives to enhance rider service quality.
• Ensure consistency in the application of processes and performance standards across all regions.
• Provide regular reports on rider performance and quality to management.

• Proactively identify, assess, and manage potential risks that could impact rider performance and quality (e.g., new rider compliance issues, high employee turnover, policy changes, system malfunctions).
• Develop and implement rapid response plans and effective troubleshooting when issues arise.
• Coordinate with relevant departments (Operations Team, HRBP, Risk) to resolve complex issues and ensure smooth operations.
• Propose long-term solutions to prevent recurrence of issues and risks.

• Lead, coach, and develop a team of PICs responsible for managing rider performance in various regions.
• Set individual and team goals, evaluate PIC performance, and provide constructive feedback.
• Foster teamwork, knowledge sharing, and experience exchange among team members.
• Ensure PICs are equipped with the necessary tools and knowledge to effectively perform their roles.

• Minimum 3 years of experience in operations performance management, preferably in logistics, delivery, or e-commerce.
• Experience in managing teams, especially geographically dispersed teams.
• Strong data analysis skills, with the ability to translate data into actionable insights.
• Proven problem-solving and decision-making abilities.
• Excellent communication, negotiation, and presentation skills.
• Ability to work independently and collaboratively in a dynamic, high-pressureenvironment.
• Proficiency in English is a plus.

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