Purpose of the Job
Job Description
Own and implement the Express Product strategy in alignment with corporate and regional objectives to achieve budgeted revenue, margin, and service targets.
• Set product targets, operational plans, and performance KPIs, and ensure delivery against approved business plans.
• Evaluate, develop, and govern Customer Service strategies across all contact center and service channels to ensure consistency with global standards.
• Lead operational performance management of Express-related operations through structured governance and cross-functional coordination.
• Collaborate closely with Commercial leadership to enable sales performance through pricing strategy, tailored operational set-ups, and client-specific service models, ensuring profitability and feasibility.
• Coordinate with Regional Product Management on regional accounts, service changes, and strategic updates.
Deploy, govern, and continuously improve Express operational processes, policies, and procedures to ensure efficiency, quality, and consistency.
• Own and oversee the end-to-end Express operational flow (First Mile, Line Haul, Middle Mile, and Last Mile), ensuring compliance with SLAs and operational excellence standards.
• Manage and optimize Line Haul routing and network performance to balance cost, speed, and service reliability, maintaining targeted delivery SLAs.
• Lead the development and introduction of new Express products and service enhancements in response to market and customer needs.
• Evaluate operational standards and procedures to identify risks, gaps, and improvement opportunities, implementing corrective and preventive actions.
• Drive structured problem-solving by synthesizing operational data and implementing innovative, scalable solutions.
• Lead, manage, and develop multidisciplinary teams across Express Product, Customer Service, and operational interfaces, ensuring clear accountability and performance ownership.
• Set performance objectives, conduct regular reviews, and drive alignment across Customer Service, Operations, and Commercial stakeholders.
• Foster a strong coaching culture through continuous feedback, mentoring, and capability development.
• Manage employee performance, counseling, and disciplinary processes in line with company policies.
• Ensure compliance with all HR, Health & Safety, Security, and corporate governance requirements.
• Promote Aramex culture, leadership standards, and organizational values across all managed teams.
• Lead and govern the U.S. Embassy (CGI project) local operations, including responsibility for staffing, performance management, attendance discipline, and service conduct of all assigned personnel reporting into the project.
• Ensure full compliance with client-specific protocols, security requirements, and service standards, acting as the primary escalation and decision authority at the local level.
• Own and govern customer experience strategy for Express services, ensuring high satisfaction, loyalty, and retention.
• Lead initiatives to continuously improve the quality and effectiveness of customer interactions across all service channels.
• Oversee customer escalations, complaints resolution, claims validation, and compensation governance, acting as the escalation authority for high-risk cases.