Customer Experience Lead - Precision Parcel and Package Deliveries (Oakville)

Job Description

<h3>Job Description</h3><p>Job Description<p><p><b>Job Description: Customer Experience Lead (Final Mile Industry)</b></p><p><b>Position Overview</b></p><p>We are seeking a highly organized and proactive <b>Customer Expereince Lead </b>to manage the end-to-end onboarding of new shippers in the courier (final mile) industry. This role is critical in ensuring a seamless transition for new customers, from contract signing through operational launch and post-implementation review. The Onboarding Lead will act as the primary point of contact, coordinating across internal teams—including Operations, Sales, IT, and Customer Service—to deliver a smooth and efficient onboarding experience.</p><p><hr /></p><p><b>Key Responsibilities</b></p><p><b>Customer Onboarding Management</b></p><ul><li>Lead and manage the onboarding process for new shippers, ensuring a structured, efficient, and positive experience.</li><li>Develop and maintain onboarding project plans, timelines, and milestones.</li><li>Act as the central liaison between customers and internal stakeholders to ensure all onboarding requirements are met.</li></ul><p><b>Project Management & Workflow Design</b></p><ul><li>Create process documentation, workflows, and visual charts using <b>MS Visio</b>.</li><li>Build and manage onboarding project schedules using <b>MS Project</b> or equivalent tools.</li><li>Design and implement automated workflows using <b>MS Power Automate</b> to improve onboarding efficiency and consistency.</li></ul><p><b>Cross-Functional Coordination</b></p><ul><li>Collaborate with Operations, Sales, IT, and Customer Service teams to ensure all aspects of onboarding (systems integration, operational setup, service-level alignment) are completed successfully.</li><li>Proactively identify potential risks or bottlenecks in the onboarding process and escalate solutions.</li></ul><p><b>Post-Onboarding Performance Reviews</b></p><ul><li>Facilitate <b>30-, 60-, and 90-day post-launch performance reviews</b> with customers and internal teams.</li><li>Track KPIs, SLAs, and customer satisfaction metrics during the stabilization period.</li><li>Provide insights and recommend process improvements to strengthen customer relationships and service performance.</li></ul><p><hr /></p><p><b>Qualifications & Skills</b></p><ul><li>Bachelor’s degree in Business, Operations, Supply Chain, or related field (or equivalent experience).</li><li><b>2-3 years of project management or onboarding experience</b>, ideally within logistics, courier, or final mile delivery.</li><li><b>PMP and/or Agile certification</b> required.</li><li>Strong knowledge of project management methodologies and tools.</li><li>Proficiency in <b>MS Visio</b>, <b>MS Project (or equivalent scheduling tools)</b>, and <b>MS Power Automate</b>.</li><li>Exceptional organizational, problem-solving, and multitasking skills.</li><li>Strong communication and stakeholder management abilities.</li><li>Customer-centric mindset with a focus on delivering excellent service.</li></ul><p></p><p>Powered by JazzHR</p><p>rH9TuGeD8x</p></p></p>