Full-time ongoing - Based in Victoria - An attractive remuneration package including base, bonus, and vehicle - Team member discounts at all of Woolworths businesses.About UsAt WooliesX, we're here to create better everyday experiences for our customers. In the big picture, and the fine detail. In moments big and small. We're an innovation business that brings together the brightest minds in e-commerce, technology, media and data to transform the way people live and shop. We've worked together with our partners to create all kinds of initiatives you know and love - like Everyday Rewards, one of Australia's most popular loyalty programs. Alongside Woolworths Supermarkets, we've helped make online shopping simpler and more intuitive, and we were awarded #1 in customer satisfaction for online groceries by Canstar for our combined effort. The success of our entire business is because of our people. Diversity is our strength, through the potential we unlock together. We're resourceful and open-minded, welcoming and willing to experiment. We encourage fresh ideas and help each other be better by providing ongoing career opportunities to grow and evolve. It's how we bring the future to life for our customers and our people, in everyday moments that matter.The RoleThis role will be responsible for managing the day-to-day management of Woolworths Online deliveries serviced by our crowdsourced delivery partners and will require a logical thinker with a customer-first attitude. The role will engage with a range of internal (e.g. store leadership and operational teams) and external stakeholders (customers and on-demand delivery partners) to deliver exceptional customer experiences in the most effective and efficient method. As part of the eCom business that is currently delivering 300k+ orders per week from 5AM - 11PM daily, you are responsible for ensuring strong alignment on operational performance metrics with our crowdsourced delivery partners, driving outcomes to ensure both profitability and consistency of service for the eCom business.The OpportunityWe are looking for a customer-centric, commercially astute Crowd Operations Manager whose focus will be ensuring the strong alignment of operational performance metrics with our crowdsourced delivery partners, driving outcomes to ensure profitability and consistency of service for the eCom business.Key responsibilities include:Management and support of crowdsourced delivery partners to ensure contract compliance, accountability to agreed policies and procedures, and best in class customer experience.Be a customer advocate - analyse the operation of the business to ensure that the customer is receiving best in class service. Ensure customer feedback is addressed and complete escalations where required.Review and improve delivery KPI's within your direct control and influence in conjunction with store and state operational teams.
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