Head of First Mile Operations

Ninja Van is a tech-enabled logistics company on a mission to provide hassle-free delivery services for businesses of all sizes across Southeast Asia. Launched in 2014, we started operations in Singapore and have become the region's largest and fastest growing last-mile logistics company, partnering with over 35,000 merchants and delivering more than 1,000 parcels every minute across six countries.

At our core, we are a technology company that is disrupting a massive industry with cutting-edge software and operational concepts. Powered by algorithm-based optimisation, dynamic routing, end-to-end tracking and a data-driven approach, we provide best-of-class delivery services that delight both the shippers and end customers. But we are just getting started We have much room for improvement and many ideas that will further shape the industry.

The Head of First Mile Operations is responsible for leading and driving a team of about 200 members to achieve high and consistent performance in daily operations. As the first leg of the transport chain, this team works closely with our commercial teams to improve customer experience, and with internal operations teams to ensure an efficient and optimized network.

The Head of First Mile Operations will develop and execute strategies to improve service quality, operational scalability, and cost efficiency. In addition, the Head of First Mile Operations is a self-motivated team player who thinks critically and creatively, has a knack for solving problems, and is passionate about supporting the development of their team.

**Responsibilities**:

- ** Daily Operations**:

- Ensure high and consistent daily performance by providing leadership, guidance, and solutions to the team
- Structure and organize the team with clearly defined roles and responsibilities and set them up for success
- Oversee performance management, ensuring daily, monthly, quarterly operations metrics are met
- **
Capacity and Network Planning**:

- Work closely with internal commercial teams to forecast, plan, and build capacity to meet business needs and challenges
- Develop robust network plans together with other key functions in the transport chain to efficiently manage peak volumes during sales campaigns
- **
Stakeholder Management**:

- Work well with the commercial teams to meet and exceed customers expectations on a daily basis and also during peak periods
- Work well with domestic and regional operations teams to optimize and improve the entire transport network
- **
Developing Others**:

- Leading staff meetings, conducting regular one-on-one’s, hiring, training, and development of employee performance

**Requirements**:

- BA/BS degree with professional experience
- 8 - 10 years experience working in an operations role with leadership and managerial responsibilities for a large and diverse team of more than 100 members
- Experience in project management to manage resource allocation, project deliverables and milestones, on time/within budget and meeting business objectives
- Strong analytical and critical thinking skills
- Strong and effective written and verbal communication skills to convey key points in a succinct but clear manner laterally and vertically
- Excellent stakeholder management and influencing skills, and ability to work with key business partners
- Ability to handle sudden setbacks and come up with high-quality solutions with creativity, curiosity, and attention to details
- Willingness to operate in a dynamic environment and able to make quick decisions with 80% information
- Thirst for knowledge and the ability to learn quickly
- Willingness to identify coaching needs, develop coaching plans that incorporate observations and key performance trends and develop teammates to achieve optimal results