Customer Experience & Operations Quality Specialist

JD.com; Port Reading (NJ); On-site; USD 70,000 - 100,000; Full time

Job summary

JD Logistics in Perth Amboy, New Jersey, is seeking a Customer Experience Specialist to drive end-to-end operational quality and customer experience improvement across the Americas. The role focuses on designing monitoring frameworks, establishing KPIs, and delivering dashboards to provide actionable insights for quality and service performance.

You will analyze performance data, identify exceptions, and partner with Operations, Customer Service, Product, and other teams to implement corrective

Qualifications

• Bachelor's degree in logistics, supply chain, or related field.
• 3–5 years in warehouse operations, transportation or logistics operations.
• Strong analytical and problem-solving skills.
• Proficient in SQL for data extraction and reporting.
• Experience building dashboards with Power BI or Tableau.

Responsibilities

• Design and maintain the customer experience and operations quality monitoring framework for the Americas.
• Develop and monitor operational quality KPIs, customer experience metrics, monitoring standards, and reporting mechanisms.
• Develop and maintain dashboards and automated reporting to monitor key performance indicators.
• Analyze operational performance data to identify exceptions and root causes.
• Collaborate with cross-functional teams to implement corrective actions and drive continuous improvement.

Skills

SQL

Power BI

Tableau

Excel

Analytical skills

Education

Bachelor's degree in Logistics, Supply Chain, Industrial Engineering, Statistics, Data Analytics, or related field

Tools

Power BI

Tableau

SQL

Job description

JD Logistics in Perth Amboy, New Jersey, is seeking a Customer Experience Specialist to drive end-to-end operational quality and customer experience improvement across the Americas. The role focuses on designing monitoring frameworks, establishing KPIs, and delivering dashboards to provide actionable insights for quality and service performance.

You will analyze performance data, identify exceptions, and partner with Operations, Customer Service, Product, and other teams to implement corrective