Lead Central

The CX lead will play a pivotal role in facilitating the efficient management of our supply chain operations. This role will primarily concentrate on monitoring and enhancing key performance indicators (KPIs) associated with undelivered and unpicked shipments, validation, and addressing unidentified fake percentages. The preferred candidate should demonstrate attention to detail, analytical skills, and a fervor for optimizing processes to guarantee the smooth functioning of our supply chain operations.

Key Responsibilities:

Oversee the Undelivered/Unpicked Validation (UD/UP) Process: Monitor and authenticate the causes behind undelivered/unpicked shipments, actively contributing to the resolution of unidentified fake issues. This proactive approach aims to mitigate the impact on conversion rates and prevent customer escalations.
Collaborate closely with the design, product, quality, analytics, and operations teams to conduct in-depth analyses and formulate action plans aimed at alleviating customer concerns.
Initiate pilot programs to diminish unidentified fake percentages; pinpoint trends and patterns, and implement strategic measures for a comprehensive and lasting solution

Program Management UD/UP KPI:
Validate and discern trends and patterns within fraudulent undelivered/unpicked shipments nationwide. Partner with cross-functional teams to proactively implement corrective measures, minimizing the occurrence of escalations and enhancing overall customer experience.
Data Analysis and Reporting:
Generate comprehensive reports and dashboards for the presentation of KPI performance and trends to leadership.
Offer actionable insights to the supply chain team and management to facilitate informed decision-making.
Convey key insights and progress during weekly review meetings, updating leadership on KPI performance and improvement initiatives.