Program Manager – 3PL After Sales and Reverse Logistics

As a Program Owner in the functional Last Mile Delivery Team, you will lead a core program with European scope to strengthen JD Logistics After Sales and Reverse Logistics capabilities, directly impacting customer experience. Your focus will be on: * **Strategic capability improvements** * Refine European After Sales logistics strategy in alignment with Leadership Team, Country Teams and other key stakeholders. Propose improvements and own execution. * Collaborate with internal stakeholders to identify structural customer experience improvements * **Process definitions and execution of standards** * Define, standardize and improve After Sales and Reverse logistics frameworks and processes, ensuring highest customer satisfaction. * Partner with Warehouse, Procurement or Solution Teams to enhance After Sales logistics flows, eg. by optimizing the return SLA with 3PLs and Warehouses to reduce parcel return time * Achieve high parcel tracking information accuracy and 3PL pick\-up rate across Europe * Execute deep dives to identify potential, align them with stakeholders and execute fast * **Performance monitoring and improvements** * Manage After Sales KPIs by ensuring that Country Teams receive KPI data and actions plans are tracked and followed * Execute daily/weekly KPI monitoring including the reporting of root causes and corrective actions. This includes Country and Management Teams Requirements 1. Language Requirements: Fluent spoken and written in English 2. More than 5\+ years of professional experience in respective field 3. Education: Bachelor's degree or higher 4. Experience in last mile delivery sector, ideally in returns/reverse logistics role 5. Proficient in Office software and strong data analysis skills 6. Possess a strong sense of responsibility, strong communication and coordination skills, logical thinking and proven problem\-solving abilities; ideally in a multi\-cultural environment.