"Ganje" is a platform of intelligent parcel lockers in the city that optimization last-mile and first-mile delivery.As part of our strategy to increase market share and expand in-person delivery services, we have launched a service called "PUDO" (Pickup and Drop-off Point) with core values such as accessibility, affordability, and scalability. Despite facing various challenges, this service is currently active in around 300 locations across the country. In the 'Ganje' team, we are committed to achieving a 60% growth and promotion for this service.My Teams' Responsibilities:Hardware Performance Control and Operational Planning: Overseeing hardware performance, scheduling maintenance, and planning hardware upgrades and repairs.Monitoring and Operating Services:Supporting vendors, customers, and couriers.Executing operational processes.Managing acquisitions and reactivations of PUDO points.Call Center - Customer Support: Ensuring efficient operation of the call center to provide excellent customer support.Supply Chain Process Optimization: Streamlining and optimizing the supply chain to accelerate the launch of new points.My Responsibilities:Leadership and Team Development:Leading, team building, and coaching the team, fostering individual development and team growth.Managing KPIs and OKRs within the team.PUDO Service Management:Overseeing the revenue model and implementing cost reduction strategies.Coordinating with internal teams (Product, Tech, etc.) to enhance service efficacy and alignment for expansion.Collaborating and coordinating with partners to improve service delivery.Business Excellence Management:Monitoring and controlling business metrics.Reporting process and service performance to stakeholders.Managing service level agreements and ensuring superior customer experience. Identifying customer issues, analyzing data to improve product performance, and enhancing service quality and customer satisfaction.

The goal of the team was to grow the fleet & Supply and Demand Matching management.Experiences and achievements:- Reduce 60% CAC of Acquisition- Reactivation & Engagement & Acquisition Shoppers- Expansion and Empowerment of active shoppers- Capacity management and "SLA" management

- Process Improvement- Cost Reduction

Teams goal was Customers Success and Customer SatisfactionExperiences and achievements:- Creating and improving Customer issues flow- Team performance management- Hiring and onboarding team members- Collaboration with the product team for the improvement ofcustomers' problems and segmentations of customers- Define '' KPI ''

- Interior design of the building- Renovation of the building- Social media Owner- Content Specialist

- Planing and Reporting of campaigns - Hiring and training employees - Management of operational processes