Program Manager – 3PL After Sales and Reverse Logistics

JD.COM; Oberhausen; On-site; EUR 90,000 - 130,000; Full 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 capabilities and improve customer experience.

You will lead a core program focusing on strategic capability improvements, define standards, partner with warehouses and 3PLs, and monitor KPIs to drive tangible outcomes across Europe, ensuring high parcel tracking accuracy and timely returns.

Qualifications

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

Responsibilities

• Lead European program for JD Logistics After Sales and Reverse Logistics.
• Refine European after sales logistics strategy and execute improvements.
• Collaborate with stakeholders to identify customer experience improvements.
• Define and standardize after sales and reverse logistics frameworks.
• Improve flows with warehouses and 3PLs; optimize return SLA.
• Monitor KPIs and deliver data and action plans.
• Daily/weekly KPI monitoring and root cause analysis.

Skills

Data analysis

MS Office

Stakeholder management

Problem solving

English (fluent)

Education

Bachelor's degree

Tools

MS Office

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.