Courier Performance Lead

As a Courier performance lead you will be at the heart of a dynamic team within our local logistics operation, connecting all local and global stakeholders and having the responsibility over the Courier Journey and performance of the Courier within thecountry. In this role you will report into the regional team leads. You are responsible for overseeing and enhancing the entire lifecycle experience of couriers on a country level in line with the frameworks and guidelines from central teams. Collaboration with all

central teams responsible for frameworks, channels, systems, guidelines and

standards in order to implement them in the country. Collaboration with central

stakeholders as a local expert is also necessary to improve global process as well as the Shared Service Centre teams to improve first line ticket resolution to couriers, find root causes in issues.

Role Purpose

The Courier Performance Lead is the local strategic architect of the end-to-end

courier lifecycle and performance ecosystem within the region executing and

translating the central COE strategy to a local strategy. This role is responsible for the behavioral design and operational output of the courier fleet, ensuring that human performance translates into commercial success. You will bridge the gap between executive strategy and field-level execution by implementing tactical frameworks that optimize the courier journey together with the central teams—from onboarding to offboarding—while maintaining a delicate balance between operational efficiency, labor relations, and brand reputation.

Core Responsibilities

Strategic Talent Architecture:

• Translate the overarching Country Strategy into a tactical "Courier Lifecycle Roadmap," ensuring the fleet is scaled, engaged, and performing against high-growth targets using standardized processes to leverage Scoober wide scalability.
• Give input for the strategic design and performance of the courier journey, identifying friction points in the onboarding, active-duty, and offboarding phases to drive long-term retention and efficiency.

Behavioral Engineering & Operational Excellence:

• Apply Behavioral Science principles to influence courier performance and safety at scale. You move beyond traditional management by designing "nudges" and systematic incentives that drive desired KPIs.
• Lead the deployment of national and global projects (in collaboration with Scoober COEs), ensuring centralized initiatives are localized effectively to drive cost-savings and process fluidity.
• Follow up on complex (tier 3) courier cases related to the disciplinary and performance management, this requires understanding of the processes as well as local legislation.

Performance Governance & Executive Influence:

• Lead the Monthly Business Review(MBR) for the Courier domain, utilizing Predictive Analytics to provide VPs and Senior Directors with forward-looking insights rather than just historical data.
• Own the region-wide courier performance metrics, identifying systemic performance gaps and pivoting strategy to maintain JET’s market-leading position.

Complex Stakeholder & Matrix Management:

• Navigate a high-complexity matrix, acting as the primary liaison between LocaHR, the Shared Service Centre (SSC) in Poland, and global COEs.
• Serve as a strategic partner on Industrial Relations, managing the intersection of courier engagement and labor union/works council dynamics to mitigate operational risk.

Systemic Risk Mitigation & Resolution:

• Serve as the final escalation point for region-wide performance crises. You move beyond "firefighting" to solve the root causes of systemic issues through data-driven structural changes.
• Establish a robust communication and engagement strategy that protects the business against reputational and operational threats.

Leadership of Leaders:

• Lead and mentor a specialized team of Courier Performance specialists, fostering a culture of analytical rigor and behavioral expertise.
• Drive workforce planning and organizational design to ensure the courier management team is structured for future scalability.

About the role

The Courier performance Lead is responsible for the strategic execution of the end to end courier journey in the region while being hands-on where operationally needed. This role provides expert leadership to a multi-city operation, translating high-level country strategy into tactical operational plans that impacts the performance of the courier on the road. You will oversee the courier performance for the entire cluster, drive large-scale process optimization, and cultivate a high-performance culture to

ensure JET remains a market leader in food and grocery delivery. Internal and external stakeholder management is key in this role, from local operations, couriers, senior management and industrial relations stakeholders.

Core Responsibilities (The Key Ingredients)

Execution: Translate the Country Strategy into tactical plans and tangible pragmatic solutions that impact the performance and behavior or the courier. You act as the bridge between executive vision and ground-level execution.

Operational efficiency: Full ownership of the country-wide logistics courier

performance. With a focus on the full courier journey from onboarding to offboarding. You will oversee courier engagement and performance data, utilizing tools like Peakon to review fleet sentiment and proactively address trends.

Operational Excellence: Lead the implementation of central or national projects that impact the courier experience into cost-saving measures and process improvements. For this you need to collaborate closely with the Scoober COEs, Local HR and business leaders. A key focus is maintaining a robust Courier Knowledge Base, ensuring all resources are updated and accessible.

Performance Governance: Drive the Monthly Business Review (MBR) process,

presenting data-driven insights and strategic pivots to Senior Stakeholders (VPs and Senior Directors).

Stakeholder & Ecosystem Management: Navigate a complex matrix environment, collaborating with HR operations, COEs, Shared Service Centre Leaders in Poland and external industrial relations stakeholders. You will also define the strategy for courier communication (1:1 and 1:many), directing specialists to ensure standardized, high-quality information flow to the fleet.

Required Impact & Complexity (The Table Stakes)

Behavioral Expertise: A deep understanding of behavioral science or organizational psychology to influence a large-scale, decentralized workforce.

Analytical Storytelling: The ability to translate millions of data points into a clear, persuasive narrative for senior stakeholders.

leadership: Proven experience working with offshore Shared Service Centers and global Centers of Excellence in a fast pace environment.

Employment: Experience navigating complex employment models and industrial relations environments

Change Leadership: A track record of guiding teams through rapid operational

changes, backed by excellent communication skills

At JET, this is on the menu:

Our teams forge connections internally and work with some of the best-known brands on the planet, giving us truly international impact in a dynamic environment. Fun, fast-paced and supportive, the JET culture is about movement, growth and about celebrating every aspect of our JETers. Thanks to them we stay one step ahead of the competition.

Inclusion, Diversity & Belonging

No matter who you are, what you look like, who you love, or where you are from, you can find your place at Just Eat Takeaway.com. We’re committed to creating an inclusive culture, encouraging diversity of people and thinking, in which all employees feel they truly belong and can bring their most colorful selves to work every day.

What else is cooking?

Want to know more about our JETers, culture or company? Have a look at our career

site where you can find people's stories, blogs, podcasts and more JET morsels.