Market Success Manager
Job Type
Full-time
Description

PICKUP® is the enterprise-grade, last mile delivery service and one of the nation’s fastest growing on-demand logistics providers. Our team features trust-verified PICKUP Good Guys delivering big & heavy items (including assembly) - from household essentials to furniture and mattresses - in as little as one hour. PICKUP has partnered with leading retailers and commercial businesses to transform their omni-channel delivery experience with solutions such as Contactless Buy Online Deliver From Store (BODFS). Our intelligent platform and success teams enable PICKUP Good Guys to consistently provide exceptional customer experiences. We currently operate in over 70 service markets with aggressive expansion plans. We are a customer-obsessed culture of creative problem-solvers. If this sounds like you, join our mission to build the best last mile in the nation.
 

As a Market Success Manager with PICKUP, you will be the voice of the Good Guy and the subject matter expert responsible for Good Guy success in your area. On the operations side, you will be responsible for Good Guy engagement and success, delivery quality control, company culture, and sharing best practices in your area. 

Requirements
  • Direct and manage the performance of the Good Guys (GGs) through regular observation, feedback, and coaching
  • Be available for GGs non-transactional related issues.
    • Finance related questions/issues
    • Tech support
    • GG supplies/PPE request
    • General questions 
  • Regularly create and lead informational calls with GGs
    • Best practices
    • Wellness check
    • Review partner SOPs
    • Tech updates
    • New business updates
  • Handle escalated GG issues from our partners and customers
  • Drive the GG culture with regular communications to the GGs to make sure their needs are being met
  • Coach new GGs through their initial run and be available for any questions that may arise
  • Own market performance metrics
    • Market NPS
    • GG retention rate
    • GG active rate
    • Damage claim rate
  • Manage a markets GG supply by understanding the following:
    • Current partners volume
    • Geographical area
    • New partner activations
    • GG availability
  • Perform GG quality audits
    • Conduct routine minimum required equipment checks
    • Weekly photo review
    • Provide GG performance feedback
    • Conduct GG coaching on how to improve performance
  • Assist damage claims manager in GG investigations
    • Conduct GG coaching on how to prevent the damage in the future
  • Manage GG certification process
    • Determine GG eligibility of certain programs
    • Send to GG via Fountain/Northpass
    • Follow up to ensure course completion
  • Determine GGs ability to work for PICKUP
    • Remove GGs that do not hold up PICKUPs core values
    • Conduct exit interview
  • Attend  partner events such as grand openings or yearly gatherings

 EEO Statement
 

PICKUP is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. PICKUP is also committed to compliance with all fair employment practices regarding citizenship and immigration status.