Job Description

Bilingual Mandarin Operations Process Standardization Manager/Supervisor

The Operations Process Standardization Manager/Supervisor is responsible for designing, documenting, and continuously improving Standard Operating Procedures (SOPs) across our delivery network. This role sits within the Operations Center and serves as the central owner of operational standards, ensuring consistency, quality, and scalability. The position translates performance data and operational insights into clear, executable procedures that drive reliable execution across all operations teams.

Key Responsibilities

SOP Development & Ownership

• Create, document, and maintain end-to-end SOPs covering pickup, delivery, POD quality, capacity utilization, productivity, cost controls, and ZIP code coverage.
• Act as the single source of truth for operational standards and working procedures.

Process Standardization & Quality Control

• Define and standardize key quality control checkpoints across all operational stakeholders (stations, DSPs, customer service, and operations teams).
• Ensure SOPs are practical, measurable, and aligned with business KPIs and SLA requirements.

Performance-Driven Procedure Improvement

• Monitor core operational KPIs (on-time rate, SLA compliance, POD quality, utilization, productivity, and cost).
• Conduct root cause analysis on performance gaps and translate findings into SOP updates or new procedures.

Operational Governance & Alignment

• Partner with Operations, Station Management, DSP Management, Customer Service, and Finance to ensure SOP adoption and execution.
• Close the loop from data SOP execution review, ensuring continuous improvement and accountability.

Reporting & Continuous Improvement

• Support daily, weekly, and monthly performance reviews and dashboards to identify process gaps.
• Lead SOP change management, including communication, rollout, and post-implementation reviews.

Requirements

• Industry Experience: Minimum 1 year of experience in express delivery, logistics, last-mile delivery, or supply chain, and 2 3 years of experience in data analysis.
• Technical Skills: Proficient in Excel, SQL, and Tableau (or similar BI tools).
• Analytical & Communication Skills: Strong ability to translate complex data into clear business insights and recommendations. Excellent communication and cross-functional collaboration skills.
• Language: Bilingual business level proficiency in English and Chinese (Mandarin) required.
• Education: Bachelor s degree or above in Statistics, Mathematics, Computer Science, Industrial Engineering, Logistics Management, or a related field preferred.

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