Job Description

The Opportunity

The Role

What You’ll Do

• Build the Customer Delight & Recovery Program: Design and launch Veho’s surprise-and-delight and customer recovery strategy,  including escalation playbooks, resolution frameworks, and personalized “wow” moment protocols that go far beyond a standard refund.
• Own the Escalation Experience: Serve as the escalation point for high-priority delivery failures. Resolve issues with urgency, empathy, and creativity in ways that leave customers genuinely impressed and eager to share their experience.
• Create Shareable Moments: Develop programs that surprise customers with unexpected, personal gestures ( handwritten notes, personalized gifts, proactive outreach) turning routine interactions into stories that build organic brand advocacy.
• Drive Cross-Functional Alignment: Partner with Customer Support, Operations, Product, and Brand teams to embed the recovery and delight program into Veho’s broader operations and culture.
• Measure What Matters: Define and track KPIs for the program including customer sentiment and organic advocacy and translate findings into continuous improvements.
• Surface Root Causes: Work with Ops and Product teams to identify patterns behind delivery failures and advocate for upstream fixes that reduce the need for recovery in the first place.
• Build for Scale: Document SOPs, recovery playbooks, delight protocols and training materials that set the foundation for a future team. Build apps and solutions yourself using AI.
• Grow Into Leadership: As the program scales, hire and lead the team responsible for running it day-to-day.
• Special Projects: Support senior leadership on additional customer experience or operations initiatives based on evolving business needs.

What You Bring:

• Experience: 3–5 years in operations, customer experience, or a related field with at least 1–2 years in a senior or team lead capacity. Background in last-mile delivery, e-commerce, marketplace operations, or gig-economy platforms is a strong plus.
• Builder Mentality: Proven experience creating a program or process from scratch, not just inheriting and maintaining one. You’re comfortable with ambiguity and motivated by the chance to build something that didn’t exist before.
• Customer Obsession: A genuine passion for making customers feel valued, not just resolving tickets, but creating moments that matter. You understand that a well-handled failure can build more loyalty than a flawless transaction.
• Cross-Functional Influence: Demonstrated ability to bring alignment across diverse teams and drive shared outcomes without direct authority.
• Analytical Rigor: Comfortable working with operational data, building reporting frameworks, and translating findings into clear, prioritized recommendations.
• Communication: Exceptional written and verbal communication skills; able to tailor messaging for customers, cross-functional partners, and senior leadership alike.
• Technical Toolkit: Proficiency with CRM, operations, or data tools (e.g., Salesforce, Zendesk, Looker, Metabase, or similar).
• AI Mindset: A proactive interest in leveraging AI and automation tools to personalize recovery and delight at scale and reduce manual work.