About the role: As a Quality Manager, you'll be part of the Service Quality team and work on a variety of strategic and operational priorities for a sennder Regional office. You will report to the General Manager of the office, with a dotted reporting to the central Program Manager for Service Quality. Service Quality at sennder pertains to understanding, visibility, and communication of performance against customer expectations at each step from Order Acceptance to Complete Load Execution. The service quality team aims to drive a proactive culture of quality at sennder and to keep exceeding standards of service expected by our customers, steered by evidence-based decision making.Responsibilities:Improve quality of data collection and reporting, thereby increasing internal, shipper, and carrier trust on key service quality metrics.Own, report, and improve on core Service Quality Metrics while liaising with the Analytics team to ensure context and noise minimization in data.Ensure documentation of Shippers' operational requirements and adherence by local teams, while owning security management of shippers.Develop a local Shipper Quality Program and support the commercial teams in onboarding quality-sensitive shippers.Be responsible for end-to-end management of the Carrier Quality Program, also capturing data from carriers that is relevant to requirements of sensitive Shippers.Balance business continuity and quality with regard to compliance topics while continuously improving tracking quantity and quality through collaboration with providers and carrier teams.Document and deploy standard operational processes, assist in training local teams, and roll out new tools or dashboards.Safeguard and manage ISO/quality-related licenses and run internal audits to ensure adherence to standard operational processes.Contribute to the quality product pipeline - features & tech debt (add local perspective).Focus on L&D - training sennder, carrier & shipper POCs on quality (in sennder context).Improve quality of manual data input, wherever applicable across customer onboarding/order lifecycle.Oversee Claims metrics, hence improving profitability.Preferably you have:Fluency in English, written and spoken.2+ years of operational experience (demand or supply side) preferably in road freight logistics, mobility, or related industries.Bachelor's degree (not mandatory).Experience in defining solutions to complex topics with an equally data-driven and pragmatic approach.Clear communicator who can quickly synthesize a lot of information, highlight key takeaways, and disseminate actionable insights.
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