Operations Manager – Frontline Operations

Job Description

Cainiao-Operations Team Leader-Cuautitlán Izcalli | Cainiao Group

The Tone:
This is a full-time role at Cainiao Group, located in Cuautitlán Izcalli, Mexico. Cainiao Group is a leading logistics company supporting global e-commerce operations. This role is crucial for managing and optimizing the daily frontline logistics activities, ensuring the smooth and efficient flow of goods from sorting to final delivery. The successful candidate will play a vital part in maintaining high service standards and driving operational excellence for our partners and customers.

The TL;DR
• Role: Full Time
• Type: Full-time, Flexible Schedule
• Location: In-person, Cuautitlán Izcalli, Mexico

• Mission: This person is responsible for ensuring the efficient coordination and management of daily operational activities to achieve service excellence.

What You’ll Actually Do
• Operations Oversight: Oversee and coordinate all frontline operational activities, including data entry, ramp operations, package sorting, and tracking processes.
• Efficiency Optimization: Monitor and evaluate route loads to ensure optimal workload balance and workforce flexibility, thereby maximizing operational efficiency and service effectiveness.
• Performance Reporting: Compile, review, and report on critical operational performance indicators to inform decision-making and drive continuous improvement.
• Partner Engagement: Facilitate essential communication and coordination efforts with Delivery Service Partners (DSPs) and other third-party logistics (3PL) providers.
• Problem Resolution & Improvement: Develop and implement targeted action plans for areas of operational improvement and effectively manage customer service cases related to logistics processes.

The Must-Haves
• Background: Bachelor’s Degree; demonstrated experience at a Team Leader or supervisory level; willingness and ability to work a flexible schedule, including the possibility of one night shift per week with an alternative day off.
• Experience: Two or more years of hands-on experience specifically within courier services.
• Skills:
• Strong understanding of operational management and quality assurance principles in a logistics environment.
• Proven ability to coordinate and communicate effectively with external logistics partners, including Delivery Service Partners (DSPs) and 3PLs.
• Proficiency in developing and implementing practical action plans to address operational challenges and foster improvement.
• Comprehensive knowledge of reverse logistics (return) processes and effective customer service case management.