Order Care Manager
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Key skills for this role
About the Role
Ninja is looking for an Order Care Manager to oversee the order management process, lead a team, and ensure timely delivery and customer satisfaction. The role involves managing KPIs, resolving escalated cases, coordinating with dispatch and stores, and driving process improvements.
Key Skills for This Role
Responsibilities
- Lead, coach, and manage the Order Care team, including performance tracking, KPIs, and development
- Oversee the end to end order management process, ensuring accuracy, efficiency, and SLA compliance
- Handle and resolve escalated customer–rider (captain) cases fairly and in line with policies
- Coordinate with dispatch, stores, and internal stakeholders to ensure smooth order fulfillment
- Monitor order queues, workloads, and turnaround times to optimize operational efficiency
- Analyze Order Care and customer data to identify trends, root causes, and improvement opportunities
- Drive process improvements, quality audits, and reporting to enhance service quality and customer satisfaction
Requirements
- Bachelor's degree in industrial engineering, Business, Logistics, or a related field
- Minimum of 7 years of experience in Order Care, Operations, Last Mile, Customer Support, or a related operational field
Full Job Posting
Overview
- Ninja is searching for a detail oriented and motivated Order Care Manager to join our dynamic team.
- In this pivotal role, you will be responsible for overseeing the order management process from start to finish, ensuring that our customers receive outstanding service and timely delivery of their orders.
Key Responsibilities
- Lead, coach, and manage the Order Care team, including performance tracking, KPIs, and development.
- Oversee the end to end order management process, ensuring accuracy, efficiency, and SLA compliance.
- Handle and resolve escalated customer–rider (captain) cases fairly and in line with policies.
- Coordinate with dispatch, stores, and internal stakeholders to ensure smooth order fulfillment.
- Monitor order queues, workloads, and turnaround times to optimize operational efficiency.
- Analyze Order Care and customer data to identify trends, root causes, and improvement opportunities.
- Drive process improvements, quality audits, and reporting to enhance service quality and customer satisfaction.
Requirements
- Bachelor's degree in industrial engineering, Business, Logistics, or a related field.
- Minimum of 7 years of experience in Order Care, Operations, Last Mile, Customer Support, or a related operational field.
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