Sr Manager - Quick Flex Customer Experience

Location: Taipei, Taiwan

Company

hirify.global operates e-commerce and delivery services in Taiwan, including Rocket Delivery and Rocket Oversea.

What you will do

• Own customer experience metrics across the Taiwan QuickFlex last-mile delivery network, including delivery quality, complaints, satisfaction, delivery success, and service defects.
• Analyze network, hub, vendor, and driver performance data using SQL, Power BI, Excel, and other analytical tools.
• Lead root-cause analysis and continuous improvement initiatives to reduce delivery defects, service failures, and customer escalations.
• Develop, implement, audit, and continuously improve QuickFlex delivery SOPs, operational controls, and escalation mechanisms.
• Design driver onboarding, certification, recurrent training, coaching, and capability development programs.
• Manage vendor scorecards, business reviews, corrective action plans, and performance governance with delivery partners and service providers.

Requirements

• Bachelor’s degree in business, supply chain, logistics, engineering, analytics, or a related field.
• 5+ years of experience in logistics, last-mile delivery, program management, customer experience, or operational excellence.
• Strong experience with data analytics and business intelligence tools, including SQL, Power BI, Tableau, and advanced Excel.
• Experience managing operational performance, continuous improvement initiatives, vendor performance, supplier governance, or outsourced operations.
• Proven ability to lead cross-functional projects, solve complex problems, manage stakeholders, and communicate with executives.
• Experience in e-commerce, parcel delivery, last-mile logistics, or customer experience operations is highly preferred.

Hiring process

• Application review, job fit interview, focus interview, and offer.
• Interview schedules and results are communicated by email, and the process may vary depending on the role and scheduling circumstances.