Customer Experience Improvement

Who We Are

At JINGDONG Logistics (JD Logistics), part of JD.com, we are a leading technology-driven supply chain and logistics solutions provider under JD.com. Built on deep expertise in automation, smart fulfilment, and data intelligence, we operate end-to-end logistics services that empower businesses and enhance customer experience. Our integrated networks span warehouse management, line-haul transportation, last-mile delivery, bulky items logistics, cold chain, and cross-border operations, ensuring speed, reliability, and precision at every stage.

Our Global Reach

JINGDONG Logistics has developed one of the most extensive logistics infrastructures in the world, managing more than 3,600 warehouses with over 34 million square meters of space. Our Global Smart Supply Chain Network combines highly automated warehousing with robust international transportation solutions, enabling seamless cross-border movement. Today, we operate 130+ bonded, direct mail, and overseas warehouses across 23 countries and regions, supported by our global brands, JoyLogistics and JoyExpress, as we continue scaling JD.com’s international logistics footprint.

Learn more about who we are and what we do: https://www.jingdonglogistics.com/

What We Offer

Joining JD Logistics means helping shape the future of global supply chain and logistics. You’ll work with smart warehousing, autonomous delivery, and innovative technology that keeps goods moving worldwide. With a competitive salary, great locations, and a supportive, people-first culture, you’ll have the space to take on meaningful challenges, grow your skills, and make a real impact in a fast-evolving industry.

About The Team

You’ll be joining the JINGDONG Logistics team, which values collaboration, ownership, and a commitment to delivering high-quality results in a fast-paced, dynamic environment.

Job Summary

JD Logistics, a leading global supply chain and logistics provider, is seeking a dynamic Customer Experience Improvement Manager to drive enhancements in our intercontinental operations based in Dubai. This role focuses on monitoring performance, analyzing data, optimizing processes, and ensuring seamless customer experiences across our expanding Middle East network. The ideal candidate will leverage data-driven insights to identify and resolve issues, promote cross-functional improvements, and align with our commitment to excellence in logistics services. This position plays a pivotal role in elevating operational capabilities and achieving strategic experience targets in a fast-paced, international environment.

Key Responsibilities

• Establish an intercontinental experience dashboard to monitor key intercontinental performance indicators, ensuring frontline teams are aware of the experience data and achievements.
• Through data analysis, identify core issues, establish evaluation and inquiry mechanisms, recognize cases, thereby identifying projects that can be improved and optimized.
• Drive the identification of quality problems, improvement actions in each link, and close the loop on experience issues.
• Break down the target values for each link based on the objectives, thereby achieving the overall experience target results.
• View problems from the customer's perspective, promote the optimization of processes and mechanisms across all links within the intercontinent, and differentiate the formulation of processes and mechanisms on a unified intercontinental level, enhancing the overall operational experience capability of the intercontinent, and addressing intercontinental issues that cannot be resolved, requiring feedback and decision-making escalation.
• Collaborate with cross-functional teams, including operations, IT, and frontline staff, to implement data-driven initiatives and foster a culture of continuous improvement.
• Conduct regular audits and feedback sessions to track progress on experience enhancements and report on key metrics to senior leadership.
• Stay abreast of industry trends in logistics and customer experience, adapting strategies to align with regional regulations and market demands in the Middle East.

Qualifications and Requirements

• Bachelor's degree in Business Administration, Supply Chain Management, Data Analytics, or a related field; Master's degree preferred.
• Minimum 5-7 years of experience in customer experience, operations improvement, or data analysis roles, preferably in logistics, e-commerce, or supply chain sectors.
• Proven track record in dashboard development, data analysis tools (e.g., Tableau, Power BI, Excel), and process optimization.
• Strong understanding of intercontinental logistics operations, with experience in the Middle East market being a significant advantage.
• Excellent analytical, problem-solving, and project management skills, with the ability to handle complex, multi-link processes.

At JINGDONG Logistics, we’re committed to building a diverse and inclusive workplace where everyone can thrive. We’re proud to be an equal opportunity employer and make all employment decisions without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, veteran status, or any other protected characteristic.

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Take the next step in your career, apply now and explore the opportunities we have to offer.