Senior Global Logistics Standards Manager

About the role

As part of the Global Logistics Standards team, you will be the function's custodian of customer experience by owning the Delivery Experience (DX) Framework and using it to challenge regions on their strategies and decisions. With a strong governance mandate, you will hold different regions and markets accountable to a global framework that defines what high-quality delivery experience looks like.

What you'll do

• Own and evolve the DX Framework - the global standard that defines what good delivery experience looks like across delivery speed, customer choice, reliability, and promise adherence.
• Challenge regions on strategies and decisions through the DX Framework lens by identifying where local choices create customer experience risk, and driving alignment to global standards.
• Monitor delivery experience performance across all markets, flag where performance or decision-making diverges from DX standards, and ensure delivery experience metrics are integrated into broader performance reporting.
• Connect operational performance to customer experience outcomes by translating logistics performance deviations into delivery experience impact.
• Define global standards and ways of working for demand shaping tools, ensuring operational constraints are reflected in delivery availability decisions consistently across all markets.
• Establish guardrails and decision frameworks for faster delivery options, ensuring markets offer and manage faster delivery propositions consistently and commercially.
• Maintain cross-market DX benchmarking and deviation logs by tracking where regions diverge from the DX Framework, driving structured corrective action.

What you'll need

• 5+ years of experience in logistics, customer experience, or commercial/operations roles, ideally with exposure to delivery proposition design, performance governance, or operational standards.
• Strong analytical skills and comfortability in using operational as well as customer-facing data to assess how network decisions affect delivery experience outcomes.
• Proven track record in challenging and influencing operational teams through data and structured frameworks, without direct authority.
• Experience maintaining or evolving operational frameworks, guidelines, or standards across multiple markets.
• Structured thinking and proven track record in developing governance frameworks that uphold standards while remaining practical for market teams.
• Clear and structured communication skills, ability to synthesize complex performance data into concise, actionable challenges for regional teams and senior stakeholders.
• Willingness to travel up to 30%.

What they offer

• Competitive compensation package with HelloFresh-subsidized Pension Scheme and Berlin relocation support.
• Exclusive discounts on HelloFresh boxes and office meals.
• Annual learning and development budget, German language learning budget, and access to HelloFresh Academy.
• Mental health support, 24/7 gym access, wellbeing platforms like Headspace and Spill, and sabbatical leave options.
• Diverse global community of 90+ nationalities.