.Stuart is a sustainable last-mile logistics company that connects retailers and e-merchants to a fleet of geolocalised couriers across several countries in Europe.Our MissionWe are an impact-driven company that aims to build the future of logistics for a more sustainable world: shared, efficient and reliable.
We are committed to creating a new standard for urban deliveries that meet today's environmental and social challenges while offering a premium delivery experience blending speed, flexibility and convenience.Our motto: "Make every delivery a moment all of us can truly celebrate!" More than 3000+ leading brands already partner with us across Restaurants, Grocery, Retail & Luxury, and eCommerce to deliver all types of goods at the tap of a button.
Stuart is a highly diverse and inclusive company of 350+ employees with 90+ nationalities working across France, Italy, Poland, Spain, and the U.K.It's the right moment and the right place for us to make an impact on millions of people, as home delivery services hit a record high.
And guess what?
You can help us fulfil our vision.The Quality team sits within the Global Courier Operations team (GCO).
The Global Courier Operations mission is twofold: (1) ensure a fair exchange of value with all courier types; and (2) improve our core operations for Stuart and couriers.
This can be from a cost, compliance, efficiency, or courier behaviour and fraud point-of-view.The Quality team covers:Mitigating courier fraud and incentivising high-quality courier performanceMaintaining adherence to compliance policies (C25)Work closely with business stakeholders and clients to manage escalations regarding couriersActs as the Ops counterpart for Tech on new feature development that touch courier delivery processes and fraud-mitigation products.This individual is a passionate critical thinker, inquisitive and action-oriented professional.
They need to project manage complex projects in parallel (autonomously), coordinate across stakeholders to ensure their success and over-communicate developments and next focuses.
They are also responsible for building, scaling and optimising operational processes to deliver global impact.What will I be doing?Be the subject matter expert of courier fraud tools and processes, as well as have a good understanding of the legal framework and courier T&CsContinuously liaise with our stakeholders such as the commercial team to manage courier escalationsCreate and continuously improve standard operating procedures and best practice for global quality processes.Standardise and continuously improve the processes involved in weekly fraud flagging and issue managementLead courier investigations for a range of issues and review offboarding appealsUse data, insights and discovery to identify opportunities for short-term and long-term improvement.
This will also include defining solutions, project plans and building business cases