<p>Position Summary:</p> <p>The Manager, Operations Support is responsible for the operational success of multiple delivery partner sites and client programs across the Flex Network. This role acts as the primary operational owner for final-mile execution, ensuring delivery performance, service quality, and cost efficiency meet or exceed client expectations.</p> <p>The Manager, Operations Support oversees the full order lifecycle within the Onward delivery platform-from order receipt through delivery, invoicing, and payment-ensuring seamless execution across delivery partners, internal teams, and client stakeholders. This role is accountable for delivering a high-quality customer experience for both the client and the end customer throughout the delivery journey.</p> <p>The ideal candidate is highly operational, customer-focused, and capable of coordinating multiple partners and internal teams to drive consistent execution across a distributed delivery network.</p> <p>Key Responsibilities:</p> <p>Operational Ownership</p> <ul> <li>Serve as the operational owner for multiple client programs operating within the Flex Network delivery partner ecosystem. </li><li>Lead and coordinate performance across multiple delivery partner sites to ensure consistent final-mile execution. </li><li>Monitor and manage operational performance across all stages of the delivery lifecycle, from order intake through delivery completion. </li><li>Ensure service levels and cost targets are achieved while maintaining operational efficiency. </li></ul> <p>Client Success & Relationship Management</p> <ul> <li>Act as the primary operational point of contact for assigned clients within the Flex Network. </li><li>Ensure client KPIs related to service performance, delivery quality, and cost management are consistently achieved. </li><li>Proactively identify operational risks or performance issues and implement corrective actions. </li><li>Drive continuous improvement initiatives to enhance client satisfaction and delivery performance. </li></ul> <p>Order Lifecycle Management</p> <ul> <li> <p>Manage and oversee execution within the Onward delivery platform, ensuring accurate order flow from:</p> </li><li> <p>Order receipt</p> </li><li> <p>Dispatch and routing</p> </li><li> <p>Delivery execution</p> </li><li> <p>Completion and documentation</p> </li><li> <p>Invoicing and payment processing</p> </li><li> <p>Ensure operational accuracy and data integrity throughout the full customer order journey.</p> </li></ul> <p>Delivery Partner Network Management</p> <ul> <li>Work closely with Flex Network delivery partners to ensure alignment with operational standards, service expectations, and client requirements. </li><li>Support partners in resolving operational issues impacting service delivery. </li><li>Monitor partner performance and ensure accountability to delivery standards and KPIs. </li></ul> <p>Customer Experience & Service</p> <ul> <li>Ensure a high-quality experience for both clients and end customers throughout the delivery journey. </li><li>Manage customer service issues, escalations, and service recovery as needed. </li><li>Maintain strong response times and proactive communication with clients and internal teams. </li></ul> <p>Cross-Functional Coordination</p> <ul> <li>Coordinate with internal teams and RLX-owned sites when project scope or operational needs extend into the company's owned network. </li><li>Facilitate clear communication between delivery partners, internal operations teams, and client stakeholders. </li><li>Support cross-network operational execution when work spans both Flex Network partners and RLX-operated facilities. </li></ul> <p>Qualifications</p> <ul> <li>2+ years of experience in logistics, last-mile delivery, operations management, or supply chain operations </li><li>Experience working with logistics or delivery technology platforms </li><li>Proven ability to manage operational performance against KPIs and cost targets </li><li>Strong customer-facing communication and relationship management skills </li><li>Ability to coordinate Experience managing multiple sites, partners, or client programs </li><li>Strong understanding of final-mile delivery operations </li><li>across multiple internal and external stakeholders </li><li>Highly organized with strong problem-solving and operational execution skills </li></ul>