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The Courier Activation Specialist will own executional responsibilities, enabling management to focus on higher-leverage strategic work. This role will directly support Service Gaps reduction by ensuring fast, high-quality rollouts of activation initiatives across ISR. Your day-to-day responsibilities:

Execute monthly courier engagement campaigns and set up user journeys (Ops, Iterable)
Build and launch activation comms (push, in-app, banners) with content support
Track performance and budgets to ensure cost-effective execution
Monitor activations in real-time and iterate quickly based on results
Lead post-campaign analysis (Service Gaps impact, plan vs. actuals, engagement)
Act as key point of contact for Support, ensuring readiness and resolving issues
Align with Ops and Support on campaign planning and delivery

This role is highly analytical and requires a structured, methodical approach to managing forecasts across a large set of cities and running advanced analytics to create actionable insights for improvement. . A great candidate goes beyond running numbersthey are curious, hands-on, and constantly seeking opportunities to make an impact.

What You'll Be Doing

Forecasting & Planning:

Define and manage operational forecasts and supply plans for your region, taking into account global insights and local nuances like holidays, events, and seasonality.

Collaborate with central teams such as finance, procurement, and product to align on bi-annual planning and ensure regional priorities are well-represented.

KPI Tracking & Optimization:

Monitor daily and weekly performance against courier acquisition and activation KPIs to maintain an optimal supply-demand balance.

Proactively identify challenges and take corrective actions, such as launching referral campaigns, accelerating applicant activation, or reactivating inactive couriers.

Analysis & Insights:

Leverage data to analyze trends, evaluate the effectiveness of supply strategies, and uncover opportunities for improvement.

Use tools like Looker, SQL, Python, R, and Excel to create actionable insights, while maintaining a pragmatic and strategic mindset.

Collaboration Across Teams:

Partner with local operations teams, marketing, and product to align on performance goals, share insights, and implement data-driven improvements.

Serve as the go-to expert for your region, ensuring local context is incorporated into global strategies.

Experimentation & Process Improvement:

Use experimentation (e.g., A/B testing) as one of many tools to test hypotheses and refine strategies for improving courier acquisition, onboarding, and activation performance.

Contribute to the development of global best practices and frameworks that improve forecasting, planning, and overall supply management.

We are seeking a highly skilled and experienced Representative to join our team.
In this role, you will primarily focus on handling escalations from couriers and investigating unusual incidents. You'll be responsible for resolving complex issues, guiding our partners, and ensuring that high-quality service is maintained throughout the escalation process.

Youll be acting as a key factor in maintaining a high level of standard and satisfaction amongst Couriers who partner with us and of course - Helping optimize the workflow between all parties.


In our Trust and Safety Team life moves fast and there is no typical day, so to be successful in this role you will need to be self-motivated, confident, and creative, possess leadership characteristics, and have excellent relationship-building skills.



What You'll Be Doing
Working on a full-time basis (Sun-Thu 09:00-18:00)
Making sure Courier Partners meet our level of standard and Performance.
Acting as an escalation point for any queries or issues.
Support the Operations Team on off-boarding/courier agreement terminations.
Co-work with our Support team to maintain a high level of service at all times.
Interact with 3rd parties regarding Couriers performance (Customers, citizens, etc;)