Woolworths

QLD Network Operations Manager Point 2 Point Deliveries (P2P)

• Hybrid opportunity with regular store visits, office based at Eight Mile Plains QLD

• Influence the bigger picture and be a part of our ambition to deliver best in class last mile solutions for customers across the Woolworths Group

• Support in an ever-evolving OnDemand eCom proposition, and take part in exciting projects to influence the market

The Opportunity

The eComX Point 2Point proposition has grown to be a billion dollar proposition with over 60% of P2P orders being same day and On-demand to customers; servicing over 97% of the Australian population. The HomeRun Point to Point business works with multiple Crowdsourced network partners to deliver over 250,000 orders per week through a network of over 55,000 gig workers. 

This role manages day-to-day Woolworths Online deliveries, requiring a customer-first, logical approach and collaboration with internal and external stakeholders to deliver efficient and effective customer experiences.

The Network Operations Manager is a major contributor to the delivery of day-to-day operational excellence, as well as long term strategic goals and will work closely with the HomeRun teams, eComX fulfillment teams and Store teams to execute best in class customer service at the lowest possible economics
This role manages P2P deliveries in Queensland, regularly visiting stores to address challenges and optimize performance for consistent customer experience. Working in an Agile environment, the manager partners with tech and engineering to develop systems for operational improvement. The role is also responsible for executing HomeRun Safety initiatives and mitigating People and Food Safety risks within the P2P proposition, always prioritizing safety in operational activities.

What you’ll do

Reporting to the Head of Point to Point Operations (P2P) the Network Operations Manager drives daily operational excellence, collaborating with HomeRun, eComX, and Store teams to deliver best-in-class customer service efficiently. 

You will:

• Manage crowdsourced delivery partners for contract/policy compliance and optimal customer experience.

• Analyze the operation of the business to ensure that the customer is receiving best in class service and optimize for highest NPS performance 

• Govern the customer feedback management process and framework to ensure we are working with delivery partners to address and resolve customer concerns. 

• Review and improve delivery KPI’s and influence store and state operational teams to act  

• Partner closely with Tech squads to develop product road maps to improve and enhance convenience offers

• Collaborate with stakeholders to manage store capacity/volume and advise on future planning.

• Review window and geographic mapping profile for stores to address concerns with on time delivery, drop cost and capacity fluctuations. 

• Support and/or lead the planning and execution of key seasonal and promotional events with our crowdsourced delivery partners

What you’ll bring

• A customer centric lens, with a demonstrated ability to manage external providers to deliver strong performance outcomes; preferably within the logistics industry 

• Demonstrated ability to work with large amounts of data to derive actionable insight in regards to operational and financial performance, and build an actionable plan to facilitate accordingly

• Previous experience or exposure to leading performance with crowd sourced carriers is highly desirable

• Demonstrated understanding of the e-commerce landscape, with exposure to the on-demand market.

• Strong computer skills – Excel, Powerpoint, Google for Work Suite

• Strong communication and stakeholder engagement skills 

• Understanding of Logistics Operations and Supply chain

• Ability to work in line with HomeRun Operations, including nights and weekends where required

What you’ll experience

Our Team Members are at the heart of everything we do and we’re always looking for ways to support your career journey and reward great work:

• Team discounts across our range of Woolworths Group brands you know and love and a robust rewards program that celebrates and incentivises purpose-driven work.

• A global business with endless career possibilities around every corner and across every discipline – with valuable exposure to a vast and exciting business network.

• A range of programs to help you prioritise and manage your wellbeing, including 24/7 access to the Sonder App and access to our partner Grace Papers for support on managing your career while balancing family commitments 

• Attractive remuneration package, including base salary, performance-based incentive schemes and tool of trade.

Endless possibilities with Woolworths Group

We’re a proud part of the Woolworths Group – 200,000+ bright minds, passionate hearts and unique perspectives working together connected by a shared Purpose – ‘to create better experiences together for a better tomorrow.’ 

Here you’ll be supported and empowered to explore new ideas, make brave commitments and innovate better ways to meet the food and everyday needs of more than 24 million customers every week. Backed by a culture of genuine care, a flexible approach to work and the support to grow your career and make a meaningful impact, the possibilities for what we can achieve together are endless.

Everyone belongs at Woolworths Group

Diversity, equity, inclusion, and belonging are key to realising our purpose of better together for a better tomorrow. We recognise the value our team’s diversity brings to our business, customers, and communities and that teams with diverse experiences and backgrounds enrich our group and are better able to innovate and solve problems. As one of the largest employers in Australia and New Zealand, we aim to create a truly inclusive workplace where everyone feels that they belong, can be their best selves, and reach their full potential.

We encourage all candidates to apply; please let us know in your application if we can support you with any adjustments in the hiring process.

See how we’re creating better experiences together, for a better tomorrow

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