About This Opportunity
Judit Inc. is hiring on behalf of one of our largest clients - a global technology leader in consumer electronics, semiconductors, and mobile communications. This is a temporary, contract position: you'll be employed by Judit Inc. and work directly alongside our client's team.
The description below is our client's overview of the background, skills, and experience they're looking for. If you meet most - but not all - of these, we still want to hear from you. Your Judit recruiter will walk you through the day-to-day work, schedule, pay, and contract length before anything moves forward.
What you'll do
You'll own the final mile customer experience for the company's direct-to-consumer eCommerce business, with a focus on large-format home appliance delivery. You'll track Net Promoter Score (NPS) and customer feedback, hold delivery and 3PL partners to their targets, and turn what you learn into fixes, better processes, and clearer reporting.
NPS and voice of the customer
- Own final mile NPS, using post-delivery surveys, customer reviews, and qualitative feedback to identify what drives promoters and detractors
- Partner with data science and analytics teams to build actionable NPS dashboards, connect operational KPIs to sentiment trends, and measure the customer impact of fulfillment initiatives
- Work closely with customer service to diagnose final mile pain points, such as rescheduling, missed delivery windows, and installation defects, and carry out closed-loop corrective actions
Final mile operations and partner management
- Evaluate final mile logistics and 3PL partner performance, and raise delivery exceptions, property damage claims, and service failures with the right stakeholders for quick resolution
- Monitor and act on exception reporting, tracking order-to-delivery lead times, on-time delivery (OTD), first-attempt completion, backorders, and return/refusal rates against NPS and operational targets
- Partner with supply chain and demand planning to reduce backorders, manage end-of-life (EOL) products and replacements, prevent aged or obsolete inventory, and keep estimated delivery date (EDD) messaging accurate on the company's website
Process improvement, systems, and governance
- Document end-to-end process flows and standard operating procedures (SOPs) for final mile fulfillment, carrier integrations, customer escalations, and exception reporting
- Develop business requirements for IT and reporting automation to improve visibility into final mile tracking, customer notifications, and partner system integrations
- Review and approve operational materials, SOPs, and partner workflows for accuracy, completeness, and conformance to the company's service standards
- Build cross-functional relationships with department leaders and external final mile carriers to review progress, align on priorities, and drive continuous improvement
What you'll bring
- Bachelor's degree (supply chain, operations, business administration, or a related field preferred)
- 2-5 years of relevant experience in direct-to-consumer (D2C) eCommerce fulfillment, final mile logistics, or customer experience operations, with a track record of improving NPS/CSAT
- Experience in eCommerce, retail, or home appliance / large-format final mile delivery businesses
- Ability to translate NPS, CSAT, and voice of the customer (VoC) data into measurable operational improvements
- Experience creating process flows, SOPs, and executive business reporting on final mile and fulfillment KPIs
- Ability to work across a large organization to gather insights, get feedback, win executive buy-in, and align B2C stakeholders around customer-focused goals
- Quantitative, root cause analysis, and decision-making skills for resolving supply chain and delivery bottlenecks
- Clear verbal and written communication, attention to detail, and the ability to manage competing priorities under tight deadlines
- Advanced Microsoft Excel, Word, PowerPoint, and Tableau, plus hands-on experience with SAP or similar order, warehouse, or transportation management systems (OMS/WMS/TMS)
- Core skills: root cause analysis, vendor management, and quality assurance
Work details
- Fully onsite in Plano, TX
- 12-month contract