Customer Experience & Ops Quality Analyst

Jingdong Development France; New Jersey; On-site; USD 70,000 - 100,000; Full time

Benefits offered by this job

Annual Performance Bonus

Job summary

JINGDONG Logistics is seeking a Customer Experience Specialist in Perth Amboy, New Jersey to help drive end-to-end quality and customer experience monitoring across the Americas.

You will design monitoring frameworks, develop KPIs and dashboards, and work with cross-functional teams to implement data-driven improvements that enhance satisfaction and service quality. Strong SQL and analytics skills are essential.

Qualifications

• Bachelor's degree or above in Logistics, Supply Chain, Industrial Engineering, or related field.
• 3-5 years of experience in warehouse, transportation, or logistics operations.
• Proficient in SQL for data extraction, analysis, and reporting.
• Experience building dashboards with Excel and BI tools (Power BI/Tableau).

Responsibilities

• Design and maintain the customer experience and operations quality monitoring framework for the Americas region.
• Establish and improve operational quality KPIs, customer experience metrics, and reporting standards.
• Develop dashboards and automated reporting to monitor performance and trends.
• Analyze data to identify delivery timeliness, order fulfillment, and customer complaint issues.
• Conduct root cause analysis and coordinate corrective actions with cross-functional teams.
• Monitor service quality and identify recurring issues and exceptions.
• Prepare periodic analyses to drive initiatives that improve customer satisfaction.
• Collaborate with Operations, Customer Service, Product and other teams on data-driven decisions.

Skills

Analytical thinking

SQL

Data analysis

Communication

Education

Bachelor's degree in Logistics / Supply Chain

Tools

Power BI

Tableau

Excel

Job description

JINGDONG Logistics is seeking a Customer Experience Specialist in Perth Amboy, New Jersey to help drive end-to-end quality and customer experience monitoring across the Americas.

You will design monitoring frameworks, develop KPIs and dashboards, and work with cross-functional teams to implement data-driven improvements that enhance satisfaction and service quality. Strong SQL and analytics skills are essential.