Capsule is rebuilding the $425 billion pharmacy industry from the inside out with an emotionally resonant experience, and technology that enables customized outcomes for doctors, hospitals, insurers, and manufacturers. Our team makes the same promise to each other as the one we’ve made to our customers, doctors, and partners: everybody needs some looking after sometimes. We’ll never lose sight of the fact that behind all the craziness of the healthcare system, we’re just people looking after other people. Capsule has raised over $250 million from TCV, Thrive Capital, Glade Brook Capital, and The Virgin Group.
About the Role:
Our national Delivery Experience team is focused on proactive and tactical logistics. In conjunction with our Logistics Operations team, the goal is to provide a timely, seamless and frictionless delivery to our customers.
Some of the things you’ll work on:
Facilitate our delivery experience by proactively monitoring and supporting processes to meet Capsule’s specifications and commitment to excellence.
Support the team with any customer escalations that need special resolution
Monitor all metrics and queues to keep resolution times within SLA, and provide the best customer experience
Ensure excellent customer service by proactively monitoring on time delivery, coordinating rescheduled orders along with the Dispatch team
Maximize labor efficiency through proper staffing
Drive creation of quality initiatives, process change initiatives to enable the delivery team to meet and exceed business plan. Some of these initiatives will run together with the LX Operations team
Provide Leadership & People Management, as well as build a high performance team
Manage Delivery Team Member staffing, maintaining excellent communication with all team members regarding best practices and policy changes.
Effectively coach Delivery Experience Associates according to Capsule’s standards for logistics excellence.
You have a Bachelor’s Degree in a related field
You lead by example and have a history being a fair, consistent and approachable leader
You possess the ability to perform assigned duties with attention to speed, accuracy, follow-through, cooperativeness and work with a minimum amount of supervision
You are willing to cross train and move quickly between different tasks
You able to proactively assess demand to staff/schedule the team to properly manage daily tasks
You are tech savvy and adaptable to new technologies
Preferred 2-3 Logistics/Final Mile experience
Preferred 2-3 years experience directly managing a team