Program Manager – 3PL After Sales and Reverse Logistics

JD.COM; München; On-site; EUR 90,000 - 130,000; Part time

Job summary

JD.COM is seeking a Program Owner for the Last Mile Delivery Team with European scope to strengthen JD Logistics After Sales and Reverse Logistics, directly impacting customer experience. You will define strategic improvements, collaborate with leadership, country teams and 3PL partners, and monitor KPIs to drive faster returns, higher tracking accuracy, and better service across Europe.

This role requires English fluency, a senior track record in logistics, and a data-driven mindset to lead

Qualifications

• Fluent spoken and written in English.
• 5+ years of professional experience in the field, ideally in returns/reverse logistics.
• 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.
• Strong sense of responsibility, communication and coordination skills, logical thinking and problem-solving abilities; multi-cultural environment.

Responsibilities

• Strategic capability improvements across Europe.
• Refine European After Sales logistics strategy with leadership and country teams.
• Collaborate with internal stakeholders to identify customer experience improvements.
• Define, standardize and improve After Sales and Reverse logistics frameworks and processes.

Skills

English (Fluent)

Data analysis

Communication

Coordination

Problem solving

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.