Final Mile Delivery Sr. Analyst; EM

Final Mile Delivery Sr. Analyst (EM7135)

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The Final Mile Delivery Senior Analyst plays a pivotal role in ensuring seamless last‑mile delivery operations, driving customer satisfaction, and optimizing delivery efficiency. This position requires a strategic thinker with strong leadership, analytical, and problem‑solving skills to oversee delivery operations, enhance driver performance, and collaborate effectively with Distribution Centers and Final Mile Carriers.

• Delivery Operations Management:
• Monitor and analyze key performance indicators (KPIs) such as on‑time delivery rates, customer satisfaction scores, and delivery costs to identify improvement opportunities
• Develop and implement Standard Operating Procedures (SOPs) to ensure operational consistency and efficiency
• Support programs and initiatives like Pre‑Screen, Open Box Inspection, Dispatch Track Monitoring, and Customer Value‑Added Service Layers
• Conduct regular ride‑along audits to identify on‑route improvement opportunities
• Validate third‑party partners' adherence to service level agreements (SLAs) and act as the central point of contact for escalated issues
• Ensure consistency in service execution across the network and validate timely updates of open orders/work orders by third‑party providers
• Driver Management:
• Conduct performance reviews with Final Mile Carriers, provide constructive feedback, and address performance gaps
• Ensure driver compliance with pre‑delivery, delivery, and post‑delivery process requirements
• Evaluate capacity needs based on forecasted volume to optimize resource allocation
• Customer Service:
• Respond promptly to customer inquiries and resolve delivery‑related issues with professionalism
• Proactively identify and address customer concerns to enhance satisfaction
• Build and maintain strong relationships with cross‑functional teams, including customer service, operations, returns, and quality assurance
• Technology & Innovation:
• Explore and implement new technologies (e.g., route optimization software, telematics, mobile delivery apps) to improve efficiency and customer experience
• Stay informed about industry trends and best practices in last‑mile delivery
• Budget Management:
• Identify and implement cost‑saving measures to optimize operational expenses
• Team Leadership:
• Lead, motivate, and develop a high‑performing delivery team to achieve organizational goals
• Foster a collaborative and positive work environment that encourages innovation and excellence

• Leadership and Team Management
• Communication and Interpersonal Skills
• Problem‑Solving and Analytical Skills
• Customer Service Orientation
• Organizational and Planning Skills
• Data Analysis and Reporting
• Technology Savvy
• Time Management

• Bachelor's degree in Logistics, Supply Chain Management, Business Administration, or a related field
• 5+ years of experience in logistics or transportation, with a focus on last‑mile delivery
• Proven experience managing and supervising delivery teams
• Strong analytical and problem‑solving skills with the ability to interpret data and drive improvements
• Excellent communication, interpersonal, and customer service skills
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint)
• Experience with Transportation Management Systems (TMS) and route optimization software is a plus
• Ability to travel up to 10% in U.S.

• Comprehensive Health Coverage Top‑tier medical, dental, vision, and prescription plans to keep you and your family covered
• 401(k) with Company Match Invest in your future with our competitive retirement savings plan—and we'll match your contributions
• Flexible Spending Accounts (FSAs) Set aside pre‑tax dollars for healthcare or dependent care expenses
• Paid Time Off & Holidays Generous PTO plus company‑paid holidays to recharge and unplug
• Family/Medical/Bereavement/Parental Leave Paid leave to support you during hardships or life's biggest moments
• Life & Disability Insurance Peace of mind with company‑paid life, short‑term, and long‑term disability coverage
• Employee Discounts Enjoy exclusive deals on products and services with global…