Customer Experience Lead - Precision Parcel and Package Deliveries (Oakville)

Job Description

<b> Job Description: Customer Experience Lead (Final Mile Industry) </b> <br><br> <b> Position Overview </b> <br><br> We are seeking a highly organized and proactive <b>Customer Expereince Lead </b>to manage the end-to-end onboarding of new shippers in the courier (final mile) industry. This role is critical in ensuring a seamless transition for new customers, from contract signing through operational launch and post-implementation review. The Onboarding Lead will act as the primary point of contact, coordinating across internal teams-including Operations, Sales, IT, and Customer Service-to deliver a smooth and efficient onboarding experience. <br><br> <b> Key Responsibilities </b> <br><br> <b> Customer Onboarding Management </b> <ul> <li> Lead and manage the onboarding process for new shippers, ensuring a structured, efficient, and positive experience. </li> <li> Develop and maintain onboarding project plans, timelines, and milestones. </li> <li> Act as the central liaison between customers and internal stakeholders to ensure all onboarding requirements are met. </li> </ul> <b> Project Management & Workflow Design </b> <ul> <li> Create process documentation, workflows, and visual charts using <b>MS Visio</b>. </li> <li> Build and manage onboarding project schedules using <b>MS Project</b> or equivalent tools. </li> <li> Design and implement automated workflows using <b>MS Power Automate</b> to improve onboarding efficiency and consistency. </li> </ul> <b> Cross-Functional Coordination </b> <ul> <li> Collaborate with Operations, Sales, IT, and Customer Service teams to ensure all aspects of onboarding (systems integration, operational setup, service-level alignment) are completed successfully. </li> <li> Proactively identify potential risks or bottlenecks in the onboarding process and escalate solutions. </li> </ul> <b> Post-Onboarding Performance Reviews </b> <ul> <li> Facilitate <b>30-, 60-, and 90-day post-launch performance reviews</b> with customers and internal teams. </li> <li> Track KPIs, SLAs, and customer satisfaction metrics during the stabilization period. </li> <li> Provide insights and recommend process improvements to strengthen customer relationships and service performance. </li> </ul> <b> Qualifications & Skills </b> <ul> <li> Bachelor's degree in Business, Operations, Supply Chain, or related field (or equivalent experience). </li> <li> <b> 2-3 years of project management or onboarding experience </b> , ideally within logistics, courier, or final mile delivery. </li> <li> <b> PMP and/or Agile certification </b> required. </li> <li> Strong knowledge of project management methodologies and tools. </li> <li> Proficiency in <b>MS Visio</b>, <b>MS Project (or equivalent scheduling tools)</b>, and <b>MS Power Automate</b>. </li> <li> Exceptional organizational, problem-solving, and multitasking skills. </li> <li> Strong communication and stakeholder management abilities. </li> <li> Customer-centric mindset with a focus on delivering excellent service. </li> </ul>