Key Responsibilities
1. Product Development & Management
- Lead the design, enhancement, and rollout of intracity and intercity delivery services.
- Conduct market assessments to define competitive pricing, service features, and value propositions.
- Develop product roadmaps, SOPs, service workflows, and user journeys for all domestic services.
- Identify service gaps and implement improvements to increase efficiency and reliability.
2. Operations Coordination
- Work closely with operations, fleet, customer service, finance, and technology teams to ensure smooth service activation and execution.
- Monitor daily service performance and troubleshoot operational bottlenecks.
- Ensure quality control, timely deliveries, and compliance with operational standards.
3. Revenue & Growth Management
- Develop growth strategies to expand service usage and improve retention.
- Introduce new service tiers, bundles, or add-ons to increase MOAM’s market share.
- Coordinate with sales and marketing to drive awareness and adoption of domestic services.
4. Data Analysis & Reporting
- Track product performance metrics and conduct root-cause analysis for service failures.
- Prepare weekly and monthly performance reports for management.
- Use data insights to optimize pricing, routes, service times, and operational costs.
5. Customer Experience & Service Quality
- Ensure high levels of customer satisfaction by maintaining reliable delivery service.
- Gather customer feedback and translate insights into service improvements.
- Resolve escalated issues related to domestic service performance.
6. Cross-Functional Leadership
- Lead cross-departmental initiatives to enhance domestic service efficiency.
- Train internal teams on new products, features, and workflows.
- Support digital product development (app/portal features) related to domestic deliveries.
Key Result Areas (KRAs)
- Domestic Product Performance & Growth
- Successful launch and continuous improvement of intracity and intercity services.
- Revenue Generation & Market Expansion
- Increase MOAM’s domestic logistics revenue and customer base.
- Operational Efficiency & Service Quality
- Reduce delays, complaints, and operational errors.
- Customer Satisfaction & Retention
- Improve customer experience through reliable service delivery.
- Cross-Team Collaboration & Execution
- Effective coordination with operations, tech, finance, and sales teams.
Key Performance Indicators (KPIs)
Service Performance
- On-time delivery rate (target: 95%+).
- Order fulfillment accuracy (98%+).
- Reduction in delivery failures and complaints (target < 2% of total orders).
Revenue & Growth
- Monthly revenue growth of intracity and intercity services.
- Increase in active domestic service customers.
- Customer retention rate and repeat order ratio.
Operational Efficiency
- Cost-per-delivery reduction quarter-over-quarter.
- Average delivery time (intracity & intercity benchmarks).
- Rider/driver productivity and utilization rates.
Product Development & Innovation
- Number of new service improvements or features launched annually.
- Successful rollout of new processes or service levels.
- Adoption rate of new features by customers and operations teams.
Customer Experience
- Improvement in customer satisfaction score (CSAT > 4.5).
- Net Promoter Score (NPS improvement quarter-over-quarter).
- Resolution time for escalated cases.
Qualifications
- Bachelor’s degree in business, Logistics, Supply Chain, or a related field (master’s preferred).
- 3+ years of experience in product management, logistics, e-commerce, or operations.
- Strong analytical and business development skills.
- Experience working with cross-functional teams in fast-paced environments.
Excellent communication, project management, and problem-solving abilities.
Qualified candidates are required to clearly state the vacancy reference number in the subject line of their email and submit their CVs in PDF format to:
careers@moamlogistics.com
MOAM Ltd, a visionary venture of QUQNOOS Investment Ltd. is reshaping Afghanistan’s logistics through a comprehensive platform merging cargo, courier, and warehouse management, fostering a cohesive, technology-driven ecosystem. Based in Kabul and rooted in UAEs dynamic market. It’s not just a company; it’s a movement towards creating a unified marketplace, enhancing connectivity, and building a comprehensive network across the nation.