Final Mile Site Operations Analyst (EM7200)

About the role

The Final Mile Site Operations Analyst plays a pivotal role in ensuring seamless last-mile delivery operations, driving customer satisfaction, and optimizing delivery efficiency. This position requires a strategic thinker with strong leadership, analytical, and problem-solving skills to oversee delivery operations, enhance driver performance, and collaborate effectively with Distribution Centers and Final Mile Carriers.

Responsibilities

• Monitor and analyze key performance indicators (KPIs) such as on-time delivery rates, customer satisfaction scores, and delivery costs to identify improvement opportunities
• Develop and implement Standard Operating Procedures (SOPs) to ensure operational consistency and efficiency
• Support programs and initiatives like Pre-Screen, Open Box Inspection, Dispatch Track Monitoring, and Customer Value-Added Service Layers
• Conduct regular ride-alongs to audit driver execution and identify on-route improvement opportunities within the warehouse
• Validate third-party partners' adherence to service level agreements (SLAs) and act as the central point of contact for escalated issues
• Ensure consistency in service execution across the network and validate timely updates of open orders/work orders by third-party providers
• Conduct performance reviews with Final Mile Carriers, provide constructive feedback, and address performance gaps
• Ensure driver compliance with pre-delivery, delivery, and post-delivery process requirements
• Evaluate capacity needs based on forecasted volume to optimize resource allocation
• Respond promptly to customer inquiries and resolve delivery-related issues with professionalism
• Proactively identify and address customer concerns to enhance satisfaction
• Build and maintain strong relationships with cross-functional teams, including customer service, operations, returns, and quality assurance
• Explore and implement new technologies (e.g., route optimization software, telematics, mobile delivery apps) to improve efficiency and customer experience
• Stay informed about industry trends and best practices in last-mile delivery
• Identify and implement cost-saving measures to optimize operational expenses
• Lead, motivate, and develop a high-performing delivery team to achieve organizational goals
• Foster a collaborative and positive work environment that encourages innovation and excellence

Skills

• Leadership and Team Management
• Communication and Interpersonal Skills
• Problem-Solving and Analytical Skills
• Customer Service Orientation
• Organizational and Planning Skills
• Data Analysis and Reporting
• Technology Savvy
• Time Management

Qualifications

• Bachelor's degree in Logistics, Supply Chain Management, Business Administration, or a related field. High School Degree is required.
• 5+ years of experience in logistics or transportation, with a focus on last-mile delivery
• Proven experience managing and supervising delivery teams
• Strong analytical and problem-solving skills with the ability to interpret data and drive improvements
• Excellent communication, interpersonal, and customer service skills
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint)
• Experience with Transportation Management Systems (TMS) and route optimization software is a plus
• Ability to travel up to 10% in U.S.

Work Location & Schedule

Work Location: 400 Dividend Dr. #200 Coppell TX 75019 (Onsite)

Work Hours: 11:00 AM – 8:00 PM or 1:00 PM – 10:00 PM (start time most likely 11:00 AM)

Physical Demands

• Ability to talk and hear while performing duties
• Ability to stand, walk, and use hands to handle or feel, and reach with hands and arms
• Dexterity to write and use computer keyboard and mouse
• Ability to multitask and solve complex issues, occasionally in a fast-paced environment
• Ability to occasionally lift products, materials and supplies, up to 50 pounds

Benefits

• Comprehensive Health Coverage – top-tier medical, dental, vision, and prescription plans
• 401(k) with Company Match
• Flexible Spending Accounts (FSAs) for healthcare or dependent care expenses
• Paid Time Off & Holidays – generous PTO plus company-paid holidays
• Family/Medical/Bereavement/Parental Leave – paid leave
• Life & Disability Insurance – company-paid life, short-term, and long-term disability coverage
• Employee Discounts – exclusive deals on products and services
• Wellness Programs – fitness incentives and mental health support
• Learning & Development – training programs, tools, and resources for skill enhancement and career advancement
• Service Awards – special recognition and rewards for dedication
• Subsidized Lunch Support