Delivery Operations Manager – Home Appliances

About the role

The role is responsible for end‑to‑end delivery operations of home appliances, ensuring orders are fulfilled accurately, on time, and with high customer satisfaction.

Key responsibilities

• Order Delivery Execution: Manage the full delivery cycle from order placement, payment confirmation, warehouse dispatch to last‑mile delivery for appliances such as air conditioners, refrigerators, washing machines, TVs, etc.
• Logistics Provider Management: Define delivery standards and SLAs, monitor on‑time delivery, damage, and complaint rates, and drive continuous service‑quality improvement.
• Inventory & PSI Management: Oversee local warehouse product supply, monitor stock levels, balance supply‑demand, and minimise stockouts and dead‑stock risks.
• Load Factor & Cost Optimization: Track delivery load rates, analyse address dispersion impact on costs, and implement consolidated delivery and route‑optimization initiatives.
• Exception Handling & Customer Complaint Resolution: Establish rapid response mechanisms for delivery exceptions, coordinate with providers to resolve delays, damages, and rejections, and enhance the customer experience.
• Data Reporting & Continuous Improvement: Produce regular KPI reports (on‑time delivery, load factor, exception, complaint rates) and drive process optimisation and SOP updates.
• Cross‑Functional Collaboration: Work closely with Sales, Planning, and After‑Sales teams to ensure smooth order flow and timely information synchronization.

Required profile

• Bachelor's degree or higher in Supply Chain Management, Logistics, International Trade, or a related field.
• Minimum 3 + years of experience in logistics or supply‑chain management, including proven logistics service‑provider management.
• Excellent organisational, coordination and time‑management abilities, capable of handling multiple tasks simultaneously.
• Strong communication and cross‑functional collaboration skills; proficiency in English required, Chinese preferred.
• Solid understanding of supply‑chain regulations, standards and industry best practices.