Customer Experience Improvement Specialist
- Pay
- $70,000 – $100,000 per year
- Location
- Perth Amboy, NJ · On-site
- Job type
- Full-time
- Level
- Mid-level
- Experience
- 3+ years
- Education
- Bachelor's degree
- Listed
- 30 days ago
Skills & highlights for this role
- SQL
- Power BI
- Tableau
- operational quality management
Also useful
- Excel
- process improvement
About the role
Who We Are At JINGDONG Logistics (JD Logistics), part of JD.com, we are a leading technology-driven supply chain and logistics solutions provider under JD.com. Built on deep expertise in automation, smart fulfilment, and data intelligence, we operate end-to-end logistics services that empower businesses and enhance customer experience.
Our integrated networks span warehouse management, line-haul transportation, last-mile delivery, bulky items logistics, cold chain, and cross-border operations, ensuring speed, reliability, and precision at every stage. Our Global Reach JINGDONG Logistics has developed one of the most extensive logistics infrastructures in the world, managing more than 3,600 warehouses with over 34 million square meters of space.
Our Global Smart Supply Chain Network combines highly automated warehousing with robust international transportation solutions, enabling seamless cross-border movement. Today, we operate 130+ bonded, direct mail, and overseas warehouses across 23 countries and regions, supported by our global brands, JoyLogistics and JoyExpress, as we continue scaling JD.com's international logistics footprint.
You'll work with smart warehousing, autonomous delivery, and innovative technology that keeps goods moving worldwide. With a competitive salary, great locations, and a supportive, people-first culture, you'll have the space to take on meaningful challenges, grow your skills, and make a real impact in a fast-evolving industry.
About The Team You'll be joining the JINGDONG Logistics team, which values collaboration, ownership, and a commitment to delivering high-quality results in a fast-paced, dynamic environment.
About the role
Job Details Job Title: Customer Experience Specialist Location: Perth Amboy, New Jersey Annual Salary: $70,000 - $100,000 USD + Annual Performance Bonus Position Overview We are seeking a Customer Experience Specialist to support the continuous improvement of logistics operations across the Americas.
This role is responsible for building and optimizing end-to-end operational quality and customer experience monitoring systems across warehousing and last-mile delivery. The ideal candidate is data-driven, analytical, and passionate about identifying operational improvement opportunities that enhance customer satisfaction.
What You'll Do
Design and maintain the customer experience and operations quality monitoring framework for the Americas region, covering warehousing, fulfillment, and last-mile delivery processes. Establish and continuously improve operational quality KPIs, customer experience metrics, monitoring standards, and reporting mechanisms.
Develop and maintain dashboards and automated reporting to monitor key operational and customer service performance indicators, providing regular insights into quality trends, risks, and improvement opportunities. Analyze operational performance data to identify exceptions related to delivery timeliness, order fulfillment, product quality, operational defects, abnormal orders, and customer complaints.
Conduct root cause analysis for operational issues and collaborate with cross-functional teams to develop and implement corrective actions, ensuring timely issue resolution and continuous process improvement. Monitor customer service quality and establish mechanisms to identify service-related exceptions and recurring issues.
Prepare periodic analysis reports on customer experience and service quality, driving initiatives that improve customer satisfaction and overall service performance. Partner closely with Operations, Customer Service, Product, and other cross-functional teams to promote data-driven decision-making and continuous operational excellence.
About You
Bachelor's degree or above in Logistics, Supply Chain Management, Industrial Engineering, Statistics, Data Analytics, Business Analytics, or a related field. 3-5 years of experience in warehouse operations, transportation operations, logistics operations, or supply chain operations.
- Solid understanding of end-to-end warehouse and last-mile delivery processes, with experience in operational quality management and customer experience improvement.
- Strong analytical and problem-solving skills with the ability to identify operational trends, uncover root causes, and recommend practical improvement initiatives.
- Proficient in SQL for data extraction, analysis, and reporting.
Experience building automated dashboards and performance reports using Excel and business intelligence tools such as Power BI or Tableau. Strong communication, stakeholder management, and cross-functional collaboration skills, with the ability to drive projects and ensure action items are completed through to resolution. At JINGDONG Logistics, we're committed to building a diverse and inclusive workplace where everyone can thrive.
Ready to apply? Take the next step in your career, apply now and explore the opportunities we have to offer.
Equal opportunity and legal notices
We're proud to be an equal opportunity employer and make all employment decisions without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, veteran status, or any other protected characteristic.
From Jd's careers page, first listed on Rolev.ai on October 10, 2026. Rolev.ai is not the employer.
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Common questions
What is the salary for the Customer Experience Improvement Specialist role at Jd?
The Customer Experience Improvement Specialist posting at Jd states compensation of $70,000 – $100,000 per year. It is listed as a full-time position. Final pay may depend on location, experience, and interview evaluation on Jd's official career site.
Where is the Customer Experience Improvement Specialist job at Jd located?
This Customer Experience Improvement Specialist position at Jd is located in Perth Amboy, NJ (On-site). Always check Jd's application page for specific state eligibility or relocation policies.
What qualifications are required for Customer Experience Improvement Specialist at Jd?
For the Customer Experience Improvement Specialist role, Jd highlights 3+ years of relevant experience; a bachelor's degree; experience with SQL, Power BI, Tableau, operational quality management. Rolev.ai can score your existing resume against these requirements and show any skill gaps before you apply.
How do I apply for the Customer Experience Improvement Specialist position at Jd?
This listing links directly to Jd's Workday application page. You can apply directly on Jd's site, or use Rolev.ai to check your resume fit, generate a zero-hallucination tailored resume and cover letter for this posting, and autofill the Workday application form in 1 click with the Rolev.ai Chrome extension. You always review the form and press Submit yourself.