Job Description
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.
