Home Delivery Operations Analyst

Serena & Lily is seeking a Home Delivery Operations Analyst for our fast-growing multi-channel retail business. This role will support our Home Delivery Operations team and network of Home Delivery Carrier providers working together to bring the best-in-class delivery experience to our customers. Help shape the future of our Home Delivery Experience for Serena & Lily!

To be successful in this role, you need a passion for operational excellence in home delivery with a data driven mindset, strong communication, and interpersonal skills. The ideal candidate is an effective problem solver who is confident in their ability to drive change and lead with a positive, solution-oriented mindset.

Key Skills

• 3rd Party Home Delivery Carrier Management
• Data Analytics & Reporting
• Logistics Coordination, Operations & Carrier Performance
• KPI tracking & Process Improvement

RESPONSIBILITIES:

• Prioritize and monitor key KPI metrics to track performance and delivery success rates across our carrier network.
• Assist in case management and the timely resolution of tickets and any operational issues within our delivery network and internal customer care teams.
• Collaborate with DC/Supply Chain, Customer Service, Retail and Tech teams on cross-functional workstreams or initiatives.
• Partner with our HD carriers to oversee and optimize end-to-end delivery operations & technology.
• Support strategic optimization & cost saving efforts within the network including carrier network changes, onboard or expansion tasks.
• Coordinate and assist in managing necessary logistics arrangements required for retail or brand events.
• Champion brand awareness with continuous training & product education.
• Review NPS and customer satisfaction feedback around delivery experience.
• Train and educate team members on new processes and procedures and maintain SOP documentation.

QUALIFICATIONS:

• 2-3+ years in logistics or operations, preferably in the Home Delivery space.
• Proficient with Microsoft Office such as Word, Outlook, & strong Excel skills.
• Familiar with carrier trace/tracking portals & ERP/CRM systems
• Excellent communication and interpersonal skills, with the ability to engage with internal teams and external partners.

This position is 100% remote and we are hiring in the following states: Arizona, California, Connecticut, Delaware, Florida, Georgia, Illinois, Massachusetts, Maryland, Michigan, North Carolina, New Jersey, New York, Oregon, Pennsylvania, Rhode Island, South Carolina, Texas, Washington

COMPENSATION:

• $70-100K per year is the anticipated pay range for this role. The actual base pay is dependent upon many factors, such as: experience, education, and skills.
• Employees (and their families) are covered by medical, dental, vision, and basic life insurance should they choose to participate in Serena & Lily's benefits. Employees can enroll in our company's 401k plan. During the first year of employment, full-time employees accrue twenty days of PTO and seven paid holidays throughout the year.

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