Crowd Sourcing Delivery Manager

Operational leadership

• Monitor the implementation of the Crowdsourcing program with third-party providers
• Monitor the quality of service provided by third-party providers to measure performance and provide reports periodically. Conduct ongoing measurement of customer experience (rating a provider based on quality of service)
• Implement SP’s policies related to the use of Crowdsourcing (e.g. under which circumstances crowdsourcing requests are made) and assess whether these policies are effective and/or whether they need to be modified. Specifically, monitor policies related to:
• Urgent deliveries
• Delivery in rural areas (cities and villages)
• Surges in volume demand

• Preparing reports to ensure crowdsourcing is implemented as appropriate and reviewing reports on crowdsourcing use regularly to seek to understand the benefits and challenges of the program
• Identify opportunities for new products and services (convergences) and recommend these to SP stakeholders (e.g., Sales and Marketing)

Organization and People Management

• In close collaboration with Human Capital, recruit and/or transfer the talent required for the unit, based on the needed accountabilities, and identified skills
• In close collaboration with Human Capital, assist in the implementation of training programs and/or the identification of external sources of training. Work closely with Director Last Mile Support for the execution of these plans
• In close collaboration with Human Capital, implement the corporate performance management process by assisting Human Capital in the identification and measurement of key performance indicators.  Lead the implementation of this program throughout the unit and, under the guidance of Human Capital, apply the proper measures of promotion, training and development, etc.

Customer Service Excellence

• Collaborate very closely with the Customer Experience unit to establish a program for collecting ratings about their Crowdsourcing providers
• Engage in the regular review/rating/ranking of Crowdsourcing providers. Implement the preferred-provider process whereby high-rated providers have business preference at SP
• Within the unit, lead the establishment of a culture of high-quality service standards for total customer satisfaction.  Collaborate very closely with the Customer Experience unit to enable this culture.

• Projecting the Image of Saudi Post
• Product Awareness
• The Procedures for Last Mile Operations
• Monitoring and Collecting Last Mile Statistic
• Respecting Quality Assurance Guidelines
• Customer Relations Management
• IT Applications