Delivery Experience Manager - Operations Team

🏢 ABOUT THE COMPANY

Domino's was founded in 1960 and has since grown to become one of the world's leading players in the food delivery industry. Our mission is to be the best pizza delivery company in the world, providing great food and an excellent experience for our customers. We have a strong culture of innovation, teamwork, and customer obsession. Our commitment to quality and customer satisfaction has led to our success and growth over the years.

🎯 ROLE OVERVIEW

As a Delivery Experience Manager, you will be responsible for overseeing the end-to-end delivery experience for our customers. You will work closely with our operations team to ensure that our delivery drivers have the necessary resources and training to provide an exceptional delivery experience. You will also be responsible for analyzing customer feedback and making recommendations for process improvements. The Delivery Experience Manager will report to the Operations Manager and will have a significant impact on improving our customer satisfaction and loyalty scores.

📋 KEY RESPONSIBILITIES

Manage and oversee the delivery experience process from order placement to delivery, including ensuring that all drivers have the necessary resources and training to provide an exceptional experience.

Analyze customer feedback and make recommendations for process improvements to increase customer satisfaction and loyalty.

Collaborate with the operations team to develop and implement new processes and procedures to improve the delivery experience.

Develop and maintain relationships with key stakeholders, including drivers, customers, and restaurant partners.

Monitor and report on key performance indicators (KPIs) related to the delivery experience, including on-time delivery rates and customer satisfaction scores.

Collaborate with the customer experience team to ensure that issues are resolved promptly and to the customer's satisfaction.

Work with the data analytics team to analyze data and identify trends and insights that can be used to improve the delivery experience.

✅ REQUIRED QUALIFICATIONS

Minimum 5 years of experience in operations or customer service, preferably in the food delivery industry.

Bachelor's degree in Business Administration, Operations Management, or related field.

Proven track record of improving customer satisfaction and loyalty scores.

Excellent problem-solving and analytical skills, with the ability to collect and analyze data to identify trends and insights.

Excellent communication and interpersonal skills, with the ability to work effectively with cross-functional teams.

⭐ PREFERRED QUALIFICATIONS

Experience working with delivery drivers and managing a fleet of vehicles.

Familiarity with data analytics tools and software, such as Tableau or Power BI.

Certification in operations or customer service management.

Experience working in a fast-paced environment with multiple priorities and deadlines.

💰 WHAT WE OFFER

We offer a competitive salary range of R$ 50,000 to R$ 80,000 per year, depending on experience.

We provide a comprehensive health insurance plan and a retirement plan for all employees.

Our employees receive 20 days of paid vacation per year, plus 10 paid holidays.

We have a significant learning and development budget to support career growth and professional development.

We offer a flexible remote work policy, with the option to work from home or in our office.

Our team culture values innovation, teamwork, and customer obsession, and we strive to create a fun and dynamic work environment.

👥 ABOUT THE TEAM

Our operations team is responsible for ensuring that our delivery drivers have the necessary resources and training to provide an exceptional delivery experience. We have a strong culture of collaboration and teamwork, and we work closely with our customer experience team to ensure that issues are resolved promptly. Our team is responsible for analyzing customer feedback and making recommendations for process improvements to increase customer satisfaction and loyalty scores.

📨 HOW TO APPLY

To apply for this position, please submit your resume and a cover letter explaining why you are a good fit for this role. We expect to fill this position within 4-6 weeks of posting.

📋 Job Details

Job Type	🌐 Remote
Location	Remote, BR
Address	Rua do Controle, 123, 90250-000
Salary	BRL 50,000 – 80,000 / year
Industry	General
Company	Domino's
Valid Until	2026-09-14

📨 How to Apply

Submit your updated CV and a brief cover letter to Domino's. Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted within 2 weeks of applying.