Logistics CX & Operations Quality Specialist

JD.COM; Fontana (CA); On-site; USD 75,000 - 100,000; Full time

Job summary

JINGDONG Logistics seeks a Customer Experience Specialist to enhance Americas operations quality and customer experience monitoring across warehousing and last-mile delivery. You will design, implement, and optimize KPIs, dashboards, and automated reporting to reveal quality trends, risks, and improvement opportunities.

The role requires data-driven thinking, SQL proficiency, and experience with BI tools. Collaborate with cross-functional teams to sustain continuous operational excellence and

Qualifications

• Bachelor's degree or above in a logistics or analytics field.
• 3–5 years of experience in warehouse, transportation or logistics operations.
• Solid understanding of end-to-end warehouse and last-mile processes.
• Strong analytical and problem-solving skills with identifying trends.
• Proficient in SQL for data extraction, analysis and reporting.

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.
• Develop dashboards and automated reporting to monitor performance indicators and trends.
• Analyze operational data to identify exceptions related to delivery timeliness and orders.
• Conduct root cause analysis and collaborate on corrective actions for continuous improvement.
• Monitor customer service quality and identify recurring issues.
• Prepare periodic analyses to drive initiatives that improve customer satisfaction.
• Partner with Operations, Customer Service, Product and other teams to promote data-driven decisions.

Skills

SQL

Analytical thinking

Communication

Cross-functional collaboration

Problem solving

Education

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

Tools

Power BI

Tableau

Excel

Job description

JINGDONG Logistics seeks a Customer Experience Specialist to enhance Americas operations quality and customer experience monitoring across warehousing and last-mile delivery. You will design, implement, and optimize KPIs, dashboards, and automated reporting to reveal quality trends, risks, and improvement opportunities.

The role requires data-driven thinking, SQL proficiency, and experience with BI tools. Collaborate with cross-functional teams to sustain continuous operational excellence and