Last Mile Operations Manager - Nordics (m/f/d)

Westwing; Poznań; On-site; PLN 240,000 - 420,000; Full time

Benefits offered by this job

High-performance culture

International environment

20–28 days of paid holiday

Exclusive discounts

Wellbeing resources

Team rituals

Subsidised daily lunches

Job summary

Westwing is seeking a hands-on Last Mile Operations Manager - Nordics, based in Robakowo, Poland. You will own end-to-end delivery and returns performance, build carrier partnerships, and drive continuous improvement using AI-driven workflows.

You will lead one regional coordinator, travel within the region, and collaborate closely with Customer Care to improve customer satisfaction and NPS. Fluency in English is required; Nordic language skills are a plus.

Qualifications

• 5+ years of experience in last mile, transportation, or e-commerce logistics.
• Depth in home delivery networks and complex returns operations.
• Proficiency with self-served analytics (SQL, BI tools) and AI workflow experience.
• Willingness to travel ~33% of time within the region.
• Experience collaborating with Customer Care to reduce complaints and improve NPS.
• Strong commercial acumen and leadership experience.
• Fluency in English; Nordic languages a plus.

Responsibilities

• Own end-to-end regional delivery and returns performance, ensuring premium customer experience.
• Manage carrier performance, rate architecture, and service quality; lead one regional coordinator.
• Spend ~33% of time in the field conducting ride-alongs and auditing hubs.
• Develop and deploy AI agents, workflows, and SQL data models for tracking and auditing.
• Partner with Customer Care on Voice of the Customer, KPIs, and taxonomy alignment.
• Automate repetitive tasks and expand the coordinator's scope to high-value work.
• Drive innovations in PUDO networks, white-glove delivery, and sustainable reverse logistics.

Skills

Last mile experience

Home delivery networks

Leadership

Customer Care collaboration

Commercial acumen

English fluency

Travel readiness

Tools

SQL

BI tools

Job description

• Own the end-to-end delivery and returns performance across the region to ensure a consistently premium customer experience
• Build and maintain strong carrier partnerships by leading commercial tenders, rate card negotiations, SLA enforcement, and data-driven reviews
• Spend approximately one-third of your time in the field conducting driver ride-alongs, auditing hubs, and investigating root causes on-site
• Develop and deploy self-built AI agents, automated workflows, and SQL data models to handle routine tracking, invoice auditing, and exception alerts
• Partner closely with Customer Care to establish joint Voice of the Customer routines, shared KPIs, and unified contact-reason taxonomies
• Lead and develop one Last Mile Coordinator by automating repetitive tasks and focusing their scope on high-value human exception management
• Drive network innovations including PUDO networks, white-glove services, sustainable low-emission delivery, and streamlined reverse logistics processes

Last Mile Operations Manager - Nordics

You will take complete regional ownership of our end-to-end delivery and returns operations, building and running a premium, failure-proof last mile experience. You will manage carrier performance, rate architecture, and service quality while leading one regional Coordinator and partnering shoulder-to-shoulder with Customer Care. We are looking for a hands-on, field-first leader who builds your own data models and automates repetitive workflows using AI agents to drive continuous improvement. This position is permanent and based in Robakowo.

WHAT YOU'LL DO

• Own the end-to-end delivery and returns performance across the region to ensure a consistently premium customer experience
• Build and maintain strong carrier partnerships by leading commercial tenders, rate card negotiations, SLA enforcement, and data-driven reviews
• Spend approximately one-third of your time in the field conducting driver ride-alongs, auditing hubs, and investigating root causes on-site
• Develop and deploy self-built AI agents, automated workflows, and SQL data models to handle routine tracking, invoice auditing, and exception alerts
• Partner closely with Customer Care to establish joint Voice of the Customer routines, shared KPIs, and unified contact-reason taxonomies
• Lead and develop one Last Mile Coordinator by automating repetitive tasks and focusing their scope on high-value human exception management
• Drive network innovations including PUDO networks, white-glove services, sustainable low-emission delivery, and streamlined reverse logistics processes

YOU COME WITH

• 5+ years of experience in last mile, transportation, or e-commerce logistics, managing direct carrier relationships, commercial tenders, and a substantial P&L cost line
• Recognised depth in home delivery networks and complex returns operations, understanding the specific challenges of multi-tier freight handling
• Advanced proficiency in self-served analytics (SQL, BI tools) and direct, daily experience building AI agent workflows and task automations
• Unwavering commitment to spend :33% of your time travelling in the region to ride in delivery vans, inspect depots, and audit carrier capabilities firsthand
• Proven ability to work shoulder-to-shoulder with Customer Service or Customer Care teams to jointly drive complaint reduction, damage prevention, and NPS improvements
• Outstanding commercial acumen and collaborative leadership skills, with prior experience or readiness to manage direct reports
• Fluency in English; additional language skills in Nordic languages are a plus

WHY WESTWING

If you are looking for a place where ambition meets creativity, where ideas turn into impact fast, and where people are trusted to grow - you have found it.

At Westwing, we’re building the Superbrand in Design with a team that’s shaping the future of beautiful home & living.

Here is what you can look forward to

• A high-performance culture built on trust, feedback and collaboration
• An inspiring, international environment that empowers you to think big, take ownership, and grow beyond your comfort zone
• 20 to 28 days of paid holiday to rest, recharge, and come back ready to create
• Exclusive discounts - 40% off Westwing Collection, 20% off third-party brands (each on non-reduced items), 20% Family & Friends discount on the Westwing Collection, plus special-occasion vouchers
• Wellbeing support through mental health resources, sports memberships, and preventive care
• Team rituals that celebrate results and togetherness - from Summer & Winter Parties to Oktoberfest
• Subsidised daily lunches (you choose what you want!)

ABOUT US

Westwing, Europe’s #1 in Beautiful Living e-commerce, is present in 20+ European countries and achieved a GMV (Gross Merchandise Volume) of EUR 507 million in 2025. As Europe’s premium one-stop destination for Design Lovers, it offers a unique brand experience with a carefully curated assortment of the Westwing Collection and 3rd party design brands. The integrated platform combines Shop, Daily Specials, Stores, the B2B Service (Westwing Business) and the Westwing Design Service. Westwing’s team works together on its shared purpose to “Excite people to create homes that unlock the full beauty of life”. Founded in 2011, Westwing is headquartered in Munich and went public on the Frankfurt Stock Exchange in October 2018.

Our team is a diverse group of professionals aiming for high performance, working together at a fast pace in an inspiring, international and informal environment that enables you to grow your career while working with a brand and products our customers love. We’re made up of passionate people who are creative enough to disrupt the status quo, brave enough to fail and smart enough to win. So come, be part of the “wow, you work at Westwing?” crowd.

Diversity is deeply rooted in our culture. Our mission doesn’t stop to inspire only your design choices, it continues to embrace an inclusive lifestyle filled with respect to everyone’s uniqueness, cultural differences and equal opportunity.

Department

Operations