Experience Manager (Fulfillment)

About Bosta:
Launched in 2017, Bosta is an overnight delivery provider for E-commerce companies in Egypt. Leveraging technology to empower businesses is what we do best. Our goal is to disrupt the logistics industry by bringing technology and experience all together to provide a one-stop-shop for delivery solutions.

We rely on advanced technology to deliver orders to our customers in a fast way. Businesses can track and connect with couriers and follow up on their orders - all in one system.

About The Role!
The Experience Manager is responsible for owning and elevating the end-to-end merchant experience across fulfillment, ensuring best-in-class quality, clarity, and consistency. The role acts as the single owner of experience, quality standards, SOPs, and cross-functional alignment, with a mandate to position fulfillment as the number one fulfillment provider in quality and reliability.

Job Code:
2026CAPI-012

Job responsibilities :
• End-to-End Merchant Experience Ownership:
• Own the full merchant experience journey across fulfillment operations.
• Identify experience gaps across processes, systems, and execution.
• Act as the internal advocate for merchant experience within fulfillment.
Contact Rate Reduction & Root Cause Analysis:
• Own merchant contact rate reduction initiatives.
• Analyze root causes of contacts (delays, damages, errors, process gaps).
• Drive cross-functional fixes that eliminate recurring issues at the source.
• Track contact drivers and improvement trends.
Fulfillment Playbook Ownership:
• Build and maintain a comprehensive Fulfillment Playbook covering:
• End-to-end processes
• SOPs and workflows
• Quality standards
• Roles, responsibilities, and escalation paths
• Ensure the playbook is the single source of truth for onboarding and execution.
SOP, Compliance & Governance Leadership:
• Ensure SOPs are standardized, updated, and enforced.
• Own fulfillment compliance governance and audit readiness.
• Drive SOP adoption, not just documentation.
Policies & SLA Alignment (Commercial × Operations):
• Define and enforce clear policies and SLAs between Commercial and Fulfillment.
• Ensure alignment on service commitments, scope, and responsibilities.
• Reduce experience breakdowns caused by misalignment.
Quality Guidelines & Control Framework:
• Own quality standards across:
• Packing processes
• Auditing and quality control
• Losses and damages
• Define acceptance criteria and quality thresholds.
• Ensure consistent execution across teams and sites.
Damage & Error Reduction Strategy:
• Lead initiatives to achieve 99%+ error-free fulfillment, with a focus on damage prevention.
• Analyze damage root causes and implement preventive solutions.
• Improve materials, handling, workflows, and training to raise quality standards.

Job Requirements:
• 6–8+ years in operations, experience, or quality leadership roles.
• Strong background in SOPs, quality frameworks, and process design.
• Proven experience driving cross-functional alignment and accountability.
• Skills & Competencies:
• Strong process and systems thinking
• Data-driven root cause analysis
• High-quality standards and attention to detail
• Stakeholder management and influence
• Clear documentation and communication
• Leadership with authority and ownership