Process & Performance Management Specialist

About the role

We are seeking a highly motivated Process & Performance Management Specialist to support the continuous improvement of UniUni’s last-mile delivery network. This role is responsible for developing operational standards, managing performance metrics, implementing quality control programs, and driving risk management initiatives across all delivery stations.

What you'll do

• Develop and optimize SOPs covering inbound receiving, sorting, dispatching, delivery, exception handling, and returns.
• Ensure standardized operational processes are implemented consistently across all stations.
• Monitor operational compliance and drive improvements to reduce package damage, mis-sorting, delays, and scanning errors.
• Establish and maintain risk management practices covering operations, transportation safety, customer complaints, and compliance.
• Track and analyze key operational KPIs, including customer experience, delivery efficiency, cost control, and risk indicators.
• Generate reports and recommend improvement initiatives based on operational data.
• Partner with regional teams to implement operational standards and improvement plans.
• Support audits, corrective actions, and continuous improvement projects to enhance network performance.

Qualifications

• Bachelor's degree in Logistics, Supply Chain Management, Operations Management, Business Administration, or a related field.
• Minimum 3 years of experience in logistics, courier, last-mile delivery, transportation, or operational management.
• Strong knowledge of last-mile delivery operations and end-to-end operational workflows.
• Experience developing SOPs, operational policies, quality control programs, and performance management systems.
• Strong analytical and problem-solving skills with the ability to interpret operational data and drive improvement initiatives.
• Excellent project management and cross-functional communication skills.
• Advanced proficiency in Excel and data analysis tools.
• Experience in process improvement methodologies such as Lean, Six Sigma, or operational excellence programs is preferred.
• Ability to travel as needed to support station audits and operational improvement projects.
• Experience with parcel delivery, e-commerce logistics, courier operations, or transportation networks.
• Experience managing operational performance metrics at a regional or national level.
• Bilingual English and Mandarin is a plus.

Operations Center

Brea, CA