Job description:
Purpose of the Job The Express Product & Customer Service Leader carries end-to-end accountability for the Express Product and Customer Service function at Aramex Jordan, with responsibility for strategy execution, financial performance (P&L), service quality, operational governance, and customer experience 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.
