The Role

This role will be responsible for managing the day-to-day management of Woolworths Online deliveries serviced by our crowdsourced delivery partners and will require a logical thinker with a customer-first attitude. The role will engage with a range of internal (e.g. store leadership and operational teams) and external stakeholders (customers and on-demand delivery partners) to deliver exceptional customer experiences in the most effective and efficient method. 

As part of the eCom business that is currently delivering 300k+ orders per week from 5AM – 11PM daily, you are responsible for ensuring strong alignment on operational performance metrics with our crowdsourced delivery partners, driving outcomes to ensure both profitability and consistency of service for the eCom business. 

The Opportunity 

We are looking for a customer centric, commercially astute Crowd Operations Manager whose focus will be ensuring the strong alignment of operational performance metrics with our crowdsourced delivery partners, driving outcomes to ensure profitability and consistency of service for the eCom business.

Key responsibilities include:

Management and support of crowdsourced delivery partners to ensure contract compliance, accountability to agreed policies and procedures, and best in class customer experience.

Be a customer advocate - analyse the operation of the business to ensure that the customer is receiving best in class service. Ensure customer feedback is addressed and complete escalations where required. 

Review and improve delivery KPI’s within your direct control and influence in conjunction with store and state operational teams.

Triage day-to-day performance challenges with crowdsourced delivery partners as required.

Ensure that crowdsourced carriers are operating in a safe manner and promote a safe work environment.

Review and reconcile weekly invoices, identifying and managing exceptions to agreements and actionable insights to reduce cost to serve. 

Work with internal stakeholders to manage capacity and volume across stores and make recommendations for future planning. 

Partner Capability - Support and/or lead the planning and execution of key initiatives to enhance or improve the capability of our crowdsourced delivery partners

Network Optimisation - Reviewing window and geographic mapping profiles for stores to address concerns with on time delivery, drop cost and capacity fluctuations. 

Seasonal Planning/event - Support and/or lead the planning and execution of key seasonal and promotional events with our crowdsourced delivery partners 

Who we’re looking for

We're looking for resilient, results and customer driven individuals who are able to effectively partner, negotiate and influence stakeholders, analyse and solve problems. The roles key objectives include:

A customer centric attitude, with a demonstrated ability to manage external providers to deliver strong performance outcomes 

Strong organisational, time management, communication, and stakeholder engagement skills 

Demonstrated ability to work in a highly dynamic and fast paced, complex environment

A highly motivated self-starter with demonstrated ability to drive outcomes and work autonomously 

Strong computer skills – Excel, Powerpoint, Google for Work Suite, with the ability to adapt to new systems quickly 

Experience working with and interpreting data to derive actionable insight 

Flexible working hours - including a weekend on call roster

1-3 years experience within store operations, logistics and transport or network operations 

Previous experience or exposure to working with crowd sourced carriers is highly desirable

Why you’ll love it here

In addition to this exciting role, these are some of the benefits we offer:

An attractive remuneration package including base, bonus and vehicle

Team member discounts at all of Woolworths businesses

Take the next step in your career

The opportunity to collaborate with some of the brightest and best minds in Australia across our brands

An exciting career - as our business grows, so do the opportunities for our people

Applications Close - Sunday 6th March 

If this sounds like you and you want to be part of one of the most exciting journeys in Australian retail, apply now!

We value diversity and aim to create a vibrant and inclusive workforce that reflects the communities we serve. If you meet a number of the requirements (and not all), we encourage you to submit your application.

If you think you’ve got what it takes for this role, apply now in SuccessFactors.

Grow with the Group

Woolworths Group has announced it will be requiring Australian team members to be fully vaccinated against COVID-19 (subject to medical and religious exemptions).

As an inclusive, team-first company, our people are at the core of everything we do. 

We care deeply about creating a workplace where our team members feel valued, respected and empowered. We are committed to providing equal opportunity regardless of gender identity, ethnicity, disability, sexual orientation or life stage. We are proud to be recognised as a Gold Tier Employer in the Australian Workplace Equality Index for LGBTQ+ inclusion and as an Employer of Choice for Gender Equality by the Workplace Gender Equality Agency.

As our Group continues to evolve, innovate and support our communities, we encourage our team members to do the same with their own careers, by providing ongoing opportunities to grow and make a real difference. 

We value flexibility, and encourage our team members to work in ways that meet their work/life commitments and support their wellbeing. 

We work hard to create a safe and inclusive environment for all, and most importantly, we're all about creating better experiences – for our customers and for each other.

We’d love to hear from You

If you meet a number of the requirements, but not all, we encourage you to submit your application. You can learn more about working with us on LinkedIn or via www.wowcareers.com.au. #LI #work180

Our Talent Acquisition Team and Hiring Leaders kindly request no unsolicited resumes or approaches from Recruitment Agencies. Woolworths Group is not responsible for any fees related to unsolicited resumes.