EST Supervisor – E-Store Specialized Team

Description

Job Summary: Supervises and improves the operational performance of the D2C (E-commerce) channel, leading customer experience and performance improvement initiatives, and managing KPIs. Key Highlights: 1. Leadership role in D2C E-commerce operations 2. Focus on performance improvement and customer experience 3. Strategic management of KPIs and improvement projects At Kelly, we are committed to connecting talent with the world of work in ways that enrich people's lives and empower businesses with skilled professionals who drive innovation and growth. With over 78 years of global experience and 29 years in Mexico, we are leaders in specialized solutions for outsourcing human resources, operational, and administrative processes. Supervisor – E\-Store Specialized Team (D2C) * Location: Mexico City and Cuautitlán Izcalli, Mex. * Work Mode: On-site. * Salary: MXN 38,000 gross per month. * Working Hours: Monday to Friday, 8:30 am – 6:00 pm * Project Duration: 1 year. Responsibilities: * Responsible for supervising and improving the operational performance of the D2C (E-commerce) channel. * Leads performance improvement and customer experience initiatives. * Manages and analyzes KPIs (OTD, L/T, Return, GR, GI). * Configures delivery times by region. * Analyzes delays and root causes. * Standardizes tracking. * Capacity planning (CAPA) for peak seasons. * Coordinates with carriers and courier companies. * Evaluates NPS and competitive benchmarking. * Conducts operational audits in warehouses. * Tracks and implements improvement projects. * Supports tenders and evaluation of operators. * Cross-functional interaction with multiple internal departments. ***Requirements:*** * Completed Bachelor's degree or Engineering degree. * 2–4+ years in e-commerce operations (not just marketplace). * Experience in D2C logistics and last-mile delivery, transportation and courier management, capacity planning, and operational KPI control. * Experience in project management. * Intermediate-to-advanced Excel skills. * Advanced English proficiency. * Profile with high cross-departmental interaction. ***We Offer:*** * Statutory benefits. * 30 days' year-end bonus. * MXN $1,300 food vouchers. Kelly is an equal opportunity employer. We foster a diverse and inclusive workplace where all individuals are valued and respected.