Program Manager – 3PL After Sales and Reverse Logistics

JD.COM; Berlin; On-site; EUR 85,000 - 125,000; Full time

Job summary

JD.COM in Germany seeks a Program Owner in the Last Mile Delivery Team to lead a core European program strengthening After Sales and Reverse Logistics, directly improving customer experience.

You will refine strategies with Leadership, align with Country Teams, define standards, partner with Warehouse and 3PLs to optimize returns, and monitor KPIs across Europe to drive fast, data-driven improvements.

Qualifications

• Fluent in English (spoken and written).
• 5+ years of professional experience in the field.
• Bachelor's degree or higher.
• Experience in last mile delivery or returns/reverse logistics.
• Proficient in Office software and data analysis.
• Strong communication, coordination and problem-solving in multi-cultural environments.

Responsibilities

• Lead a core European program to strengthen After Sales and Reverse Logistics.
• Refine European After Sales logistics strategy with Leadership, Country Teams and stakeholders.
• Collaborate with internal stakeholders to identify customer experience improvements.
• Define, standardize and improve After Sales and Reverse logistics processes.
• Partner with Warehouse, Procurement or Solution Teams to optimize return SLAs.
• Achieve high parcel tracking information accuracy and 3PL pick-up rate across Europe.
• Execute KPI deep dives and track root causes and corrective actions with Country Teams.

Skills

Data analysis

Communication

Coordination

Problem solving

Office software

Education

Bachelor's degree or higher

Job description

As a Program Owner in the functional Last Mile Delivery Team, you will lead a core program with European scope to strengthen JD Logistics After Sales and Reverse Logistics capabilities, directly impacting customer experience. Your focus will be on:

• Strategic capability improvements
• Refine European After Sales logistics strategy in alignment with Leadership Team, Country Teams and other key stakeholders. Propose improvements and own execution.
• Collaborate with internal stakeholders to identify structural customer experience improvements
• Process definitions and execution of standards
• Define, standardize and improve After Sales and Reverse logistics frameworks and processes, ensuring highest customer satisfaction.
• Partner with Warehouse, Procurement or Solution Teams to enhance After Sales logistics flows, eg. by optimizing the return SLA with 3PLs and Warehouses to reduce parcel return time
• Achieve high parcel tracking information accuracy and 3PL pick-up rate across Europe
• Execute deep dives to identify potential, align them with stakeholders and execute fast
• Performance monitoring and improvements
• Manage After Sales KPIs by ensuring that Country Teams receive KPI data and actions plans are tracked and followed
• Execute daily/weekly KPI monitoring including the reporting of root causes and corrective actions. This includes Country and Management Teams

Requirements

• Language Requirements: Fluent spoken and written in English
• More than 5+ years of professional experience in respective field
• Education: Bachelor's degree or higher
• Experience in last mile delivery sector, ideally in returns/reverse logistics role
• Proficient in Office software and strong data analysis skills
• Possess a strong sense of responsibility, strong communication and coordination skills, logical thinking and proven problem-solving abilities; ideally in a multi-cultural environment.