Customer Experience Lead - Precision Parcel and Package Deliveries (Oakville)

Job Description

Job Description: Customer Experience Lead (Final Mile Industry)

Position Overview

We are seeking a highly organized and proactive Customer Expereince Lead to manage the end-to-end onboarding of new shippers in the courier (final mile) industry. This role is critical in ensuring a seamless transition for new customers, from contract signing through operational launch and post-implementation review. The Onboarding Lead will act as the primary point of contact, coordinating across internal teams-including Operations, Sales, IT, and Customer Service-to deliver a smooth and efficient onboarding experience.

Key Responsibilities

Customer Onboarding Management

• Lead and manage the onboarding process for new shippers, ensuring a structured, efficient, and positive experience.
• Develop and maintain onboarding project plans, timelines, and milestones.
• Act as the central liaison between customers and internal stakeholders to ensure all onboarding requirements are met.

Project Management & Workflow Design

• Create process documentation, workflows, and visual charts using MS Visio.
• Build and manage onboarding project schedules using MS Project or equivalent tools.
• Design and implement automated workflows using MS Power Automate to improve onboarding efficiency and consistency.

Cross-Functional Coordination

• Collaborate with Operations, Sales, IT, and Customer Service teams to ensure all aspects of onboarding (systems integration, operational setup, service-level alignment) are completed successfully.
• Proactively identify potential risks or bottlenecks in the onboarding process and escalate solutions.

Post-Onboarding Performance Reviews

• Facilitate 30-, 60-, and 90-day post-launch performance reviews with customers and internal teams.
• Track KPIs, SLAs, and customer satisfaction metrics during the stabilization period.
• Provide insights and recommend process improvements to strengthen customer relationships and service performance.

Qualifications & Skills

• Bachelor's degree in Business, Operations, Supply Chain, or related field (or equivalent experience).
• 2-3 years of project management or onboarding experience , ideally within logistics, courier, or final mile delivery.
• PMP and/or Agile certification required.
• Strong knowledge of project management methodologies and tools.
• Proficiency in MS Visio, MS Project (or equivalent scheduling tools), and MS Power Automate.
• Exceptional organizational, problem-solving, and multitasking skills.
• Strong communication and stakeholder management abilities.
• Customer-centric mindset with a focus on delivering excellent service.