Delivery Experience

We are looking for a Delivery Experience & Quality Sr Specialist to take end-to-end ownership of the fulfillment experience across our ecosystem.

This is not a traditional desk job. It is a high-impact, hands-on leadership role bridging on-the-ground reality with executive decision-making. You will dissect every failure point across the delivery journey—from order acceptance to doorstep drop-off—by spending real time on the streets, running deliveries, visiting merchant kitchens, and speaking directly with couriers and users.

You will turn qualitative frontline pain points into a prioritized, data-backed operational roadmap, define scalable service standards, and partner directly with Product and Operations teams to institutionalize quality across our platform.

• End-to-End Journey Mapping: Audit and map failure points across every node of fulfillment (acceptance, store arrival, pickup, transit, drop-off, exception handling) to pinpoint root causes, responsible parties, and business costs.
• Frontline Immersion: Spend consistent time in the field—conducting mystery orders, visiting merchant hubs, and running courier routes—to ground analytical hypotheses in operational reality.
• Quantified Problem Inventory: Synthesize user complaint tickets, low NPS/CSAT scores, and merchant feedback into a scenario-segmented, frequency-ranked problem backlog.
• Business Impact Prioritization: Build clear business cases demonstrating how specific delivery defects erode market share, drive user churn, and damage merchant retention.

• Behavioral Standards: Define unambiguous, measurable service standards and behavioral expectations for each fulfillment node that can be objectively trained, audited, and enforced.
• Edge-Case & Scenario Architecture: Formulate tailored protocols for complex operational conditions (e.g., severe weather, high-value orders, access-controlled high-rises, gated communities, peak hours in dense commercial clusters).
• Operational Feasibility Testing: Pilot and validate all proposed standards on the ground before broad rollout to ensure they are realistic and executable for couriers.

• Training & Certification Programs: Architect comprehensive training and onboarding frameworks for Vendor partners and couriers (materials, certification gates, case-based reviews) focused on actual mastery rather than passive sign-offs.
• Liability & Incentive Governance: Establish clear rules, accountability frameworks, and liability criteria, cascading them through our two-tier structure (Platform → Vendor → Courier).
• Product-Led Enforcement: Partner closely with Product and Tech teams to encode operational rules directly into the app (smart prompts, gate checks, automated validation), ensuring compliance through system guardrails rather than manual supervision.

• Performance Telemetry: Build and monitor core experience metrics to track post-implementation impact, systematically distinguishing between flawed standards and poor execution.
• Field Audits & Mystery Shopping: Run recurring spot-checks, unannounced field validations, and mystery deliveries to audit adherence and update training modules accordingly.

• 5+ years of operational experience in last-mile logistics, on-demand delivery platforms, fulfillment operations, or operational quality/experience design.
• Uncompromising Frontline Mindset: A strong bias for action and willingness to spend meaningful time in the field (stations, routes, stores); you believe the best insights live on the street, not just in dashboards.
• Analytical & Problem-Solving Rigor: Proven ability to independently extract, manipulate, and synthesize operational data (advanced Excel/Sheets required; SQL or BI dashboarding strongly preferred) to build data-driven arguments; adept at leveraging modern AI productivity tools.
• Bilingual Proficiency: Professional working fluency in English and Spanish is required to coordinate with cross-border stakeholders and conduct direct frontline interviews with local merchants, couriers, and users.

• Experience building operational SOPs, service standards, or codes of conduct from scratch in high-growth environments.
• Background managing relationships or governance models with third-party logistics (3PL) vendors, fleet aggregators, or BPO partners.
• Experience collaborating directly with Product/Engineering teams to build in-app operational tooling or automated workflow che