Delivery Experience Manager

We're Hiring: Delivery Experience Manager

Location:
United Arab Emirates (Remote) Employment Type: Full-Time Experience Level: Mid-Level to Senior Work Arrangement: Fully Remote

About Us
We are a globally focused organization committed to delivering reliable, convenient, and customer-centric delivery experiences across diverse markets. Our teams collaborate across Logistics, Transportation, Operations, Customer Experience, Product, Technology, Commercial, and external delivery partners to ensure customers receive accurate, timely, transparent, and high-quality delivery services. The Role We are seeking an experienced Delivery Experience Manager to lead the end-to-end customer delivery experience across planning, communication, execution, tracking, exception handling, and post-delivery support. The ideal candidate will combine customer experience, logistics, operational excellence, and data analytics to identify friction points and improve every stage of the delivery journey. This role will work closely with operational and technology teams to create a seamless, predictable, and customer-focused delivery experience.

Key Responsibilities
- Develop and implement delivery-experience strategies aligned with customer and business objectives.
- Define delivery experience standards, service principles, processes, and operating guidelines.
- Map the end-to-end customer delivery journey and identify opportunities for improvement.
- Analyze customer feedback, complaints, delivery data, and operational performance to identify experience gaps.
- Monitor delivery performance from order confirmation through final delivery and post-delivery support.
- Improve delivery accuracy, timeliness, visibility, convenience, and communication.
- Establish customer-facing delivery service standards and performance targets.
- Partner with Logistics, Transportation, Last Mile, Fulfillment, and Customer Service teams to improve delivery execution.
- Work with Product and Technology teams to enhance delivery tracking, notifications, booking, scheduling, and customer-facing features.
- Improve delivery ETA accuracy and proactive communication regarding delays or changes.
- Design processes for customer delivery preferences, scheduled delivery, time windows, and special requirements.
- Monitor failed deliveries, missed delivery windows, customer unavailability, address issues, and other delivery exceptions.
- Develop proactive and reactive service-recovery processes for delivery failures.
- Establish escalation procedures for high-impact customer delivery issues.
- Analyze the root causes of customer complaints and recurring delivery failures.
- Develop corrective and preventive actions to eliminate recurring experience problems.
- Monitor customer communications across email, SMS, applications, websites, call centers, and other channels.
- Ensure delivery notifications provide accurate, timely, and useful information.
- Improve proof-of-delivery processes and customer confirmation experiences.
- Coordinate with delivery partners and carriers to improve customer-facing service quality.
- Establish delivery-partner experience standards and monitor compliance.
- Conduct regular performance reviews with carriers, couriers, and third-party delivery providers.
- Identify opportunities to improve driver-customer interactions and delivery professionalism.
- Partner with Customer Service teams to ensure delivery-related inquiries are resolved quickly and accurately.
- Develop customer-service playbooks for common delivery scenarios and exceptions.
- Analyze customer feedback and satisfaction data by market, carrier, route, service type, and customer segment.
- Support the design and launch of new delivery services, options, and customer experiences.
- Evaluate delivery policies, fees, minimum-order requirements, and service restrictions from a customer perspective.
- Conduct customer research, surveys, interviews, journey reviews, and usability assessments where appropriate.
- Benchmark delivery experiences against competitors and relevant industry standards.
- Develop dashboards and reports covering customer delivery experience and operational performance.
- Use data analytics to identify experience trends, service gaps, and improvement opportunities.
- Establish cross-functional improvement programs and track initiatives through completion.
- Ensure delivery processes support accessibility, customer privacy, safety, and applicable regulatory requirements.
- Support peak periods, major promotions, new-market launches, and operational disruptions from a customer-experience perspective.
- Develop contingency communication plans for major delivery disruptions.
- Identify opportunities for automation, personalization, predictive notifications, AI-assisted support, and real-time delivery visibility.
- Maintain customer journey documentation, service standards, issue logs, improvement plans, and operational playbooks.
- Present delivery-experience performance, customer insights, risks, and recommendations to senior leadership.
- Lead continuous-improvement initiatives that increase customer satisfaction while improving delivery efficiency. Key Performance Indicators
- On-time delivery rate
- Delivery-window compliance
- Customer satisfaction score
- Customer effort score
- Net Promoter Score
- Delivery-related complaint rate
- First-attempt delivery success
- Failed delivery rate
- Delivery exception rate
- ETA accuracy
- Delivery tracking engagement
- Notification delivery and engagement rate
- Proof-of-delivery accuracy
- Customer inquiry rate
- First-contact resolution
- Delivery issue resolution time
- Escalation rate
- Service-recovery completion
- Repeat delivery complaints
- Carrier customer-experience score
- Delivery partner SLA compliance
- Customer communication accuracy
- Customer retention
- Repeat purchase rate
- Delivery option adoption
- Scheduled-delivery performance
- Cost per delivery
- Experience improvement initiative completion
- Digital delivery-service adoption
- Peak-period delivery performance
- Overall delivery experience improvement Ideal Candidate The successful candidate should have strong experience in customer experience, last-mile delivery, logistics, e-commerce operations, transportation, service operations, or digital customer journeys , preferably within a fast-paced and customer-focused environment. The candidate should demonstrate:
- Strong understanding of end-to-end delivery and last-mile customer experiences.
- Experience managing or improving customer-facing logistics processes.
- Strong knowledge of delivery KPIs, SLAs, customer satisfaction, and service-recovery practices.
- Experience analyzing customer feedback, complaints, operational data, and journey performance.
- Strong understanding of last-mile delivery operations and delivery exceptions.
- Experience working with carriers, couriers, logistics providers, or third-party delivery partners.
- Familiarity with delivery tracking, customer-notification systems, CRM platforms, TMS, OMS, or related technologies.
- Strong analytical and problem-solving capabilities.
- Experience using data to identify customer pain points and operational root causes.
- Excellent project-management and cross-functional collaboration skills.
- Strong communication and stakeholder-management capabilities.
- Customer-centric mindset with strong commercial and operational awareness.
- Ability to balance customer expectations with operational feasibility and cost.
- Experience designing service standards, customer journeys, and improvement programs.
- Strong understanding of digital customer experiences and mobile or web-based delivery journeys.
- Ability to manage multiple priorities, markets, projects, and stakeholders.
- Strong attention to detail and commitment to service quality.
- Excellent written and verbal communication skills in English.
- Experience working with international and distributed teams is highly desirable.