At Mosaic Wellness, we believe speed is the new standard in delivery. Next-day is pass, and same-day is no longer enough. We're looking for a hungry, analytical, and customer-obsessed Program Manager to own and drive our end-to-end rapid delivery experience. You'll ensure we exceed customer expectations with minimal delays, solving real-world problems and innovating to make our delivery seamless and cost-effective.
You'll own key delivery metrics, collaborate closely with partners, customer happiness teams, and product teams to innovate processes and technology, and build scalable solutions that delight our high-LTV customers.
Key Responsibilities:
- Own and drive delivery operations, ensuring orders reach customers as quickly as possible with minimal delays.
- Analyze delivery process bottlenecks and innovate solutions to drastically reduce delivery timelines.
- Proactively reduce customer escalations and queries related to order delays by working closely with the customer happiness team.
- Collaborate with partners to ensure smooth operations and cost efficiency.
- Develop and track delivery performance metrics and prepare roadmaps to meet ambitious delivery speed goals.
- Work with product and tech teams to implement customer-first solutions that improve operational visibility and customer experience.
- Lead experiments and pilot projects to test new ideas and push the boundaries of rapid delivery.
Required Skills:
- Strong analytical skills with the ability to use data and visualization tools to make informed decisions and identify improvement areas.
- Customer-first mindset with deep empathy for customer pain points and the drive to solve them.
- Excellent stakeholder management skills and the ability to collaborate effectively across internal teams and external partners.
- Proven ability to thrive in dynamic, fast-paced environments and deliver results under pressure.
- Bias for action and an ownership mentality, coupled with a determination to overcome operational challenges.
- Passion for innovation and problem-solving in logistics and customer experience.
Qualifications & Experience:
- 4+ years of experience in program management, preferably in a startup or fast-paced workplace.
- Experience in rapid delivery operations is a strong plus.