Sendle - Manila

Who we are

Sendle builds shipping that is good for the world. We help small business thrive by making parcel delivery simple, reliable and affordable. We’re a B Corp and the first 100% carbon neutral delivery service in the United States and Australia, where we harness major courier networks to create a delivery service that levels the playing field for small businesses.

Sendle is a fast-growing business with bold ambitions and big dreams. In the last year alone, we’ve made huge strides towards our goal of becoming the largest SMB eCommerce courier in the world, moving from a single country operation in Australia to successful launch and operation in the US. We also launched major partnerships with eBay and Shopify recently, too!

But most importantly, we’re a bunch of good people doing good work. Wanna join us?

Why we need you

As Network Operations Manager, it is expected that you are able to help make delivery simple, reliable and affordable globally through team collaboration and customer centricity. Your role is key in building, expanding and improving our services and you are part of a young, innovative team that deeply cares for our customers, champions and partners that allow us to deliver world-class support. Our Customer Happiness Team works together to delight customers as often and creatively as possible over the phone, email and social media.

We need someone who can lead and inspire the team so they can continue to provide the best experience to our customers, turn tricky situations and tough problems into positive outcomes, and do the best work of their career.

Who you are

You are a promoter of customer-centricity. You are an expert in Sendle’s product and service as well as knowing our customers. You are highly knowledgeable of our network and experienced in working with our courier partners. You are an enabler of creative solutions, collaborations, people and process improvement and knowledge-sharing within the team.

You demonstrate these skills and traits that help you grow personally and professionally in your role:

  • You engage in regular 1:1 conversations with your team on personal & career development pathways. You drive team behaviours & goals to make customers happy by leveraging on courier tasks and network processes to resolve customer issues
  • You navigate between performance governance and conversations. You rally high-performing teams and turn around champs into successful contributors
  • You build an engaging and empowering environment in a virtual or work from home setup and manage team attendance and presence
  • You spearhead a demonstrable change in your team to ensure performance metrics are met consistently
  • You are keen to details and spot processes that need improvement
  • You have an open-mind to new possibilities
  • You are a team player and a great collaborator
  • You are a people person who takes time to listen to the team’s feedback and suggestions
  • You display a great customer service quality and lead by example
  • You have analytical and problem-solving abilities
  • You drive efficiency and productivity across the team
  • You are an influencer of customer first mentality
  • Actively participate and contribute towards the design, development of domestic & international Network Strategies and network priorities.
  • Work closely with VP Network and Courier Manager to build and maintain strong relationships with our existing Courier partners at senior stakeholders and account management levels
  • Lead the network team to ensure all network processes are documented and updated in a timely manner.
  • Provide support and assistance in testing and implementing projects related to price revisions.
  • Closely work with the network & delivery team to ensure Sendle’s network is always aligned to consistently deliver excellent and seamless customer experience.
  • Handle unresolved escalations and assigned escalations keeping self and courier accountable to the agreed SLA’s.
  • You are an advocate of solutions through collaboration and team effort

What you will do

The scope of what you will do includes the overall courier performance and quality of the Customer Network Advocate team, which includes but not limited to:

  • Demonstrate and model all aspects of the Sendle 5Hs in your interactions with customers, teammates and partners
  • Work closely with the Learning & Quality team and Support & Operations team to build and scale the future of Sendle Support.
  • Hire CHAMPIONS
  • Create development plans for each direct report.
  • Work with the Team Lead, Coach, and QA to identify any skill and training needed to help champions become peak performers
  • Create and improve processes for the Support team
  • Be a Tier 2 escalation point for the team. Engage with our customers, build rapport and stable relationships with them
  • Liaise with management and the development team to shape our product offering
  • Strengthen and maintain healthy relationships with our courier partners
  • Advocate our customer support team to bridge customer issues with network solutions.
  • Improve team performance through courier SLAs, improving processes and tools, sharing knowledge with champs and collaborating with the Network team
  • Analyse reports to spot problems and trends that impact overall customer experience.
  • Liaise, update and collaborate with relevant teams and stakeholders to help influence our courier partners, product and service.
  • Resolve courier and customer issues through long-term and preventive solutions.
  • Optimise courier processes and tools that solve courier and customer problems.
  • Communicate Network or courier changes and implementations that impact our customers and champions.
  • Share knowledge with champs through mentorship and collaboration with leaders and other support teams.
  • Work closely with our Network and Support teams to identify courier issues that impact customer support and team performance.
  • Embody the 5Hs and promote team culture.
  • Exercise and exemplify servant leadership.

Your success criteria

We are empowering you to drive your success and achieve your goals. We value autonomy in Sendlers and we also guide and mentor them to be the best they can be. To measure how effective you are, we have outlined below criteria for your role’s success. The specific targets will be a discussion between you and your manager.

  • Meet response time targets and efficient handle times for the support teams
  • Achieve CSAT and decrease dissatisfiers of support and courier performance
  • Increase rates of productivity through solved tickets, managing backlogs and ticket aging
  • Reduce non-value adding steps in current processes and simplify work performed by champs
  • Optimize process capability and decrease customer effort in having their courier issues solved
  • Successful and effective launch of customer and team initiatives, projects & campaigns that will drive support high performance and customer satisfaction

The Benefits

  • 15 days of paid holidays
  • 15 days of sick leave
  • HMO on Day 1
  • Birthday day off
  • Build a pioneer team
  • Fun Budget to celebrate events
  • Internet allowance
  • Coffee allowance
  • Remote work allowance
  • Working with an awesome team

What matters to us

We believe that our culture is one of our most important assets. We have 5 key values that we look for in every member of our team.

  • Humble - We put others first. We embrace and seek feedback from others.
  • Honest - We speak gently but frankly. We take ownership of our mistakes and speak the truth.
  • Happy - We enjoy the journey. We are optimistic and find opportunities in all things.
  • Hungry - We aspire to make a difference. We aim high, step out of our comfort zones and tackle the hard problems.
  • High-Performing - We relentlessly deliver. We know the goal and work fearlessly towards it.

We are an equal opportunity employer and value diversity. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Legally, we need you to know this:

We are an equal opportunity employer and value diversity. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

But it’s important to us you know this:

We strongly believe that diversity of experience contributes to a broader collective perspective that will consistently lead to a better company and better outcomes. We are working hard to increase the diversity of our team wherever we can and we actively encourage everyone to consider becoming a part of it.

If you want to be a part of something remarkable then we’re excited to hear from you!

*Heads up! We communicate a lot through email. Please check your inbox regularly for any messages from us. Cheers!