Stuart is a leading tech-enabled logistics platform that transforms on-demand delivery across sectors like food, grocery, and retail. Operating in over 130 cities across Europe, Stuart connects businesses with a network of independent couriers, providing access to fast, flexible, and efficient deliveries.
Our Mission 🚀
We are an impact-driven company that aims to build the future of logistics for a more sustainable world: shared, efficient and reliable. We are committed to creating a new standard for urban deliveries that meet today’s environmental and social challenges while offering a premium delivery experience blending speed, flexibility and convenience.
Stuart is a highly diverse and inclusive company of 280+ employees from different nationalities and backgrounds working across France 🇫🇷, Italy 🇮🇹, Poland 🇵🇱, Spain 🇪🇸 and the UK. 🇬🇧
It’s the right moment and the right place for us to make an impact on millions of people, as home delivery services hit a record high. And guess what? You can help us fulfil our vision 🙌
The Quality team sits within the Global Courier Operations team (GCO). The Global Courier Operations mission is twofold, we: (1) ensure a fair exchange of value with all courier types; and (2) improve our core operations for Stuart and couriers. This can be from a cost, compliance, efficiency or courier behaviour and fraud point-of-view.
The Quality team covers: Mitigating courier fraud and incentivising high quality courier performance Maintaining adherence to compliance policies (C25) Work closely with business stakeholders and clients to manage escalations regarding couriers Acts as the Ops counterpart for Tech on new feature development that touch courier delivery processes and fraud-mitigation products.
This individual is a passionate critical thinker, inquisitive and action-oriented professional. They need to project manage complex projects in parallel (autonomously), coordinate across stakeholders to ensure their success and over-communicate developments and next focuses. They are also responsible for building, scaling and optimising operational processes to deliver global impact.
What will I be doing? 🤔
- Be the subject matter expert of courier fraud tools and processes, as well as have a good understanding of the legal framework and courier T&Cs
- Continuously liaise with our stakeholders such as the commercial team to manage courier escalations
- Create and continuously improve standard operating procedures and best practice for global quality processes.
- Standardise and continuously improve the processes involved in weekly fraud flagging and issue management
- Lead courier investigations for a range of issues and review offboarding appeals
- Use data, insights and discovery to identify opportunities for short-term and long-term improvement. This will also include defining solutions, project plans and building business cases.
- Structure and articulate ideas in presentations, playbooks, confluence pages and strategy documents. Over-communicating key developments and ensuring strategic alignment with multiple business units and stakeholders is key in this role.
- Execute on the Quality roadmap, weekly tasks and own and deliver on projects end to end. Orient priorities to Stuart’s strategy and team goals.
- To understand client needs and act as courier operations counterpoint
- Monitor key KPIs and trends to stay abreast of area performance, needs and highlights.
- Monitor and audit processes outsourced to BPO to ensure high quality execution
What do we need from you? 😎
- Minimum 2 years of experience in an operations, consulting or startup role
- Experience in managing operational processes and full project implementation with some support - including design, analysis and implementation and monitoring
- You are highly analytical and bolster that with a strategic mindset and a strong bias towards problem solving and action
- Experience with manipulating large data sets and sense checking resultant outputs
- Top-notch communication skills – verbal, written, and visual – that can be shared with a wide variety of people while remaining clear, concise and diplomatic.
- Fluent English and Polish
The stuff you wanna know 😉
At Stuart, we believe that employees today want to evolve in collaborative, high-growth environments where they can demonstrate their abilities and thrive both professionally and personally. We are convinced that employees need to find alignment between their inner values and their company’s culture and mission to unlock their full potential. We work to create a culture of empowerment, continuous learning and growth where everyone can bring expertise, own projects and easily measure their impact 🙌
Stuart is proud to be an equal opportunity workplace dedicated to promoting diversity. We don’t discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status or disability status 💙
Please note: Our Talent Acquisition Team is international coming from across the world 🌍 We kindly ask you to please submit your CV and application in English so that it can be reviewed correctly (unless the job posting is in a language other than English). Thank you 🤗
