Operations Specialist, Courier Experience

TL;DR

Operations Specialist, Courier Experience (Delivery Platform): Shaping the end-to-end experience of courier partners from onboarding and engagement to satisfaction and retention with an accent on community building, social media strategy, and data-driven insights. Focus on designing scalable programs, analyzing complex data to identify friction points, and influencing product roadmap as the voice of the courier.

Location: Israel nationwide across 300+ cities and towns

Company

Helsinki-based technology company building a local commerce platform for food, groceries, and goods delivery, operating in 30+ countries with a major presence in Israel since 2018.

What you will do

• Own, design, and execute large-scale projects improving courier journey including app usability and well-being programs with measurable impact on engagement.
• Define and execute social media and community strategy, building and managing digital communities for couriers.
• Establish tone of voice for courier communications across channels and optimize courier website as engagement hub.
• Analyze data from surveys, social sentiment, and operations to identify issues and create initiatives.
• Act as voice of courier to Product team, providing recommendations based on feedback and metrics like NPS and retention.
• Plan events, competitions, and recognition programs; partner with Support on service quality and feature rollouts.

Requirements

• Fluent Hebrew and English with excellent communication to influence leadership.
• 4+ years in strategic Community Management, Social Media Management, or Customer Experience in tech/gig-economy.
• Experience building/scaling digital communities and managing cross-functional projects.
• Proven data analytics skills to build business cases and influence product roadmap.
• Experience defining brand tone of voice and multi-channel strategies.
• Analytical, creative, proactive mindset with empathy and hands-on approach.

Culture & Benefits

• Fast-paced, high-impact environment with challenges and fun in a growing team of 1,500+ across Israel.
• Opportunity to influence courier experience nationwide and level up team expertise.
• Commitment to diversity, inclusion, and empowering teams from all backgrounds.