Senior Courier Performance Specialist

Ready for a challenge?

As a Senior Courier Performance Specialist, you form the operational and tacticalbackbone of our local logistics team. You act as a crucial link between daily reality onthe stree and our overarching global strategy. In this expanded Senior role, you will take ownership of steering and continuously optimizing the Courier Journey and fleet performance in your assigned cities and clusters.

You report directly to the Courier Performance Lead. While the Lead sets the regional strategy, as a Senior Specialist you manage operational execution with precision, drive process automation, request results from central matrix partners, and represent the interests of our couriers as a reliable "Voice of the Courier".

Purpose of the Role

The Senior Courier Performance Specialist is the operational engine behind the entire courier lifecycle and performance management. You translate data-driven insights into concrete field actions and ensure that all phases—from onboarding to offboarding—run efficiently, in compliance with German labor law, and aligned with JET's growth targets. As a Senior, you stand out through expanded autonomy, eliminating manual processes through automation, proactively steering external/central units (SSC), and systemic root-cause analysis of operational bottlenecks.

Key Responsibilities

Tactical Excellence & Lifecycle Management

Full responsibility for implementing the local "Courier Lifecycle Roadmap". You identify and eliminate friction points in the funnel to minimize time to first shift and maximize retention. Ensuring data quality and first-pass accuracy across all systems. Maintenance and updating of the Courier Knowledge Base as a central source of information.

Matrix Governance & Interface Ownership

Active coordination and enforcement of accountability with central partners such as the Shared Service Center (SSC in Wroclaw), Global Centers of Excellence (COEs), and Couier HR. Responsibility for Courier Journey outcomes by tracking and optimizing interface processes (e.g., ticket handling, master data updates, contract reviews).

Automation

Actively identifying and replacing non-value-adding manual tasks (e.g., manual

equipment logs or manual list keeping) through the use of Automation, standardized workflows, and SSC support. Local implementation of global standards and tools to ensure high scalability across all cities.

Performance Governance & Systemic Problem Solving.

Daily and weekly monitoring of fleet KPIs (e.g., CPM Score, shift cancellation rate, sick leave). Creation of analytical "Performance Stories" for Monthly Business Reviews (MBR). Autonomous handling of complex disciplinary and performance cases (Tier 2 & Tier 3). Issuance and enforcement of Performance Improvement Plans and warning letters in strict compliance with German labor law. Focus on resolving structural root causes of performance issues rather than short-term symptom management.

Advocacy Role:

"Voice of the Courier" & Works Council Collaboration

Acting as the "Voice of the Courier" within the company. You sustainably balance commercial efficiency targets with the safety, well-being, and motivation of the fleet. Handle difficult conversations with works councils and act as a reliable point of contact for complex topics on the operational level.

What you bring to the table?

Professional Experience: At least 3+ years of proven experience in logistics, last-mile delivery, hub operations, or an analytical-operational management role. Analytical Strength & Data Literacy: Strong ability to interpret complex data sets (e.g., via Tableau, Salesforce, Google Sheets) and translate numbers into clear actionable recommendations. Process & Automation Mindset: Strong discipline in adhering to global standards paired with a keen eye for process optimization and automation potential. Matrix & Assertiveness Skills: Experience working with central Shared ServiceCenters and HR units; ability to delegate tasks clearly and enforce deliverables.Labor Law & Works Council Experience: Solid foundational knowledge of local laborlaw, high diligence in handling confidential HR and disciplinary documentation, and proven experience in collaborating with Works Councils. Communication Skills: Professional fluency in German and English, written and

spoken, with the ability to handle difficult conversations with couriers, stakeholders, or works councils professionally.

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 thecompetition.

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 aninclusive culture, encouraging diversity of people and thinking, in which all employeesfeel 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 careersite where you can find people's stories, blogs, podcasts and more JET morsels.