Courier Support Manager

Keeta; Hong Kong; On-site; HKD 600,000 - 900,000; Full time

Job summary

Keeta in Hong Kong is seeking a Delivery Operations Manager to lead the delivery operations support team, turning strategy into actionable plans and ensuring KPIs are met. You will own compliance and service quality, design lifecycle management for delivery personnel, and collaborate with product and technology to improve processes.

Additionally, you will lead cross-functional emergency responses, implement data monitoring, and drive continuous improvements to achieve superior courier and user

Qualifications

• Bachelor's degree in Business Administration, Logistics, Statistics, Data Analytics, or related disciplines.
• 4–5 years of experience in logistics or operations with 2 years in team or project management.
• Proven ability to translate business objectives into actionable plans and KPIs.
• Strong stakeholder management and cross-functional collaboration skills.
• Ability to operate in fast-paced and ambiguous environments.
• Hands-on SQL experience with data analysis capability.
• Proficient in written and spoken Mandarin, Cantonese, and English.

Responsibilities

• Manage and develop the delivery operations support team, set priorities, allocate resources, and monitor KPIs.
• Oversee end-to-end compliance and quality control for delivery personnel.
• Design lifecycle management plans for delivery personnel training and engagement.
• Lead CI initiatives with product and tech teams to optimize systems and workflows.
• Establish cross-department collaboration and guide responses to emergencies.
• Partner with analytics to build data monitoring and drive data-driven decisions.

Skills

Stakeholder management

Cross-functional collaboration

Data analysis

KPI setting

Problem solving

Education

Bachelor's degree in Business Administration, Logistics, Statistics, Data Analytics, or related disciplines

Tools

SQL

Job description

1. Team Management and Performance Strategy

Manage and develop the delivery operations support team, translating logistics strategies into structured action plans and milestones. Responsible for setting clear priorities and resource allocation, establishing and monitoring Key Performance Indicators (KPIs), guiding the team in structured problem-solving and decision-making, and ensuring the team consistently achieves its goals.

2. Compliance Governance and Service Quality Control

Fully responsible for end-to-end behavior management and compliance system construction for delivery personnel, including handling violations, grievance management, and quality standard setting. Proactively identify operational risks, monitor delivery service performance, and ensure high compliance and high-quality service delivery from the delivery team.

3. Delivery Personnel Empowerment and Experience Management

Design and implement a full lifecycle management plan for delivery personnel, covering training systems, communication mechanisms, equipment configuration, and engagement enhancement projects. Dedicated to optimizing the delivery personnel's work experience and improving delivery personnel satisfaction, thereby indirectly improving end-user satisfaction.

4. Operational Process Optimization and Product Collaboration

Understand operational pain points and lead continuous improvement (CI) initiatives. Collaborate closely with product and technology teams to drive system function optimization, workflow reshaping, and the implementation of automation tools to improve operational efficiency through technological means.

5. Cross-Departmental Collaboration and Emergency Response

As the representative of the logistics team, establish efficient collaboration mechanisms with cross-functional departments such as customer service, security, and legal. Lead structured responses to delivery-related emergencies and escalation issues, ensuring timely risk reporting and proper resolution.

6. Data-Driven Decision Making

Collaborate with the analytics team to establish a comprehensive data monitoring system. Utilize data insights to analyze the current operational status, accurately pinpoint efficiency bottlenecks and experience shortcomings, ensure that all operational strategies are aligned with business objectives, and achieve refined operational management.

Required Qualifications

1.Bachelor's degree in Business Administration, Logistics, Statistics, Data Analytics, or related disciplines.

2. 4–5 years of experience in logistics, operations, last-mile delivery, or related fields, with 2 years of team management and/or project management experience preferred.

3. Proven ability to translate business objectives into actionable plans, establish and monitor KPIs, and successfully achieve defined performance targets.

4. Strong stakeholder management and cross-functional collaboration skills.

5. Ability to operate effectively in fast-paced and ambiguous environments.

6. Hands-on SQL experience with strong data analysis capability.

7. Proficient in written and spoken Mandarin, Cantonese, and English.

Preferred Qualifications

Knowledge of Project management tools/systems.

Job Highlights

1. Be part of a fast-growing platform shaping the future of last-mile delivery.

2. High ownership role with real impact on business performance and courier experience.

3. Work in a dynamic, fast-paced environment where ideas turn into action quickly.

4. Accelerated career growth for high performers who deliver results.