About this role
<div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">Purpose of the Job</H2> </div><div></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">Job Description</H2> </div><div><p>Own and implement the Express Product strategy in alignment with corporate and regional objectives to achieve budgeted revenue, margin, and service targets.</p> <p>• Set product targets, operational plans, and performance KPIs, and ensure delivery against approved business plans.</p> <p>• Evaluate, develop, and govern Customer Service strategies across all contact center and service channels to ensure consistency with global standards.</p> <p>• Lead operational performance management of Express-related operations through structured governance and cross-functional coordination.</p> <p>• Collaborate closely with Commercial leadership to enable sales performance through pricing strategy, tailored operational set-ups, and client-specific service models, ensuring profitability and feasibility.</p> <p>• Coordinate with Regional Product Management on regional accounts, service changes, and strategic updates. </p> <p>Deploy, govern, and continuously improve Express operational processes, policies, and procedures to ensure efficiency, quality, and consistency.</p> <p>• Own and oversee the end-to-end Express operational flow (First Mile, Line Haul, Middle Mile, and Last Mile), ensuring compliance with SLAs and operational excellence standards.</p> <p>• Manage and optimize Line Haul routing and network performance to balance cost, speed, and service reliability, maintaining targeted delivery SLAs.</p> <p>• Lead the development and introduction of new Express products and service enhancements in response to market and customer needs.</p> <p>• Evaluate operational standards and procedures to identify risks, gaps, and improvement opportunities, implementing corrective and preventive actions.</p> <p>• Drive structured problem-solving by synthesizing operational data and implementing innovative, scalable solutions. </p> <p>• Lead, manage, and develop multidisciplinary teams across Express Product, Customer Service, and operational interfaces, ensuring clear accountability and performance ownership.</p> <p>• Set performance objectives, conduct regular reviews, and drive alignment across Customer Service, Operations, and Commercial stakeholders.</p> <p>• Foster a strong coaching culture through continuous feedback, mentoring, and capability development.</p> <p>• Manage employee performance, counseling, and disciplinary processes in line with company policies.</p> <p>• Ensure compliance with all HR, Health & Safety, Security, and corporate governance requirements.</p> <p>• Promote Aramex culture, leadership standards, and organizational values across all managed teams.</p> <p>• Lead and govern the U.S. Embassy (CGI project) local operations, including responsibility for staffing, performance management, attendance discipline, and service conduct of all assigned personnel reporting into the project.</p> <p>• Ensure full compliance with client-specific protocols, security requirements, and service standards, acting as the primary escalation and decision authority at the local level. </p> <p>• Own and govern customer experience strategy for Express services, ensuring high satisfaction, loyalty, and retention.</p> <p>• Lead initiatives to continuously improve the quality and effectiveness of customer interactions across all service channels.</p> <p>• Oversee customer escalations, complaints resolution, claims validation, and compensation governance, acting as the escalation authority for high-risk cases.</p> <p> </p> <p> </p></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">Job Requirements - Experience and Education</H2> </div><div></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">Leadership Behaviors</H2> </div><div><div>Building Outstanding Teams</div><div>Setting a clear direction</div><div>Simplification</div><div>Collaborate & break silos</div><div>Execution & Accountability</div><div>Growth mindset</div><div>Innovation</div><div>Inclusion</div><div>External focus</div></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">Skills</H2> </div><div></div></div></div>