ABOUT COMPANY

YTO Express was founded in Shanghai in 2000 and has grown into one of China’s leading logistics and express delivery companies. As part of YTO Express Group, YTO Australia is expanding our international footprint by providing comprehensive logistics and courier solutions tailored for both business and individual clients across Australia.

POSITION PURPOSE

Lead the ongoing operational management of YTO Australia's franchisee and DSP network after onboarding. Develop network operating policies for approval, drive consistent implementation, and hold partners accountable for agreed performance and service quality. Build sustainable partner relationships, resolve operational issues and improve delivery reliability, customer experience and network efficiency.

KEY RESPONSIBILITIES

Franchisee and DSP Operations Management

· Manage ongoing operational relationships with franchisees and DSPs, setting clear expectations for service delivery, partner responsibilities and escalation processes.

· Conduct regular site visits and operational reviews to assess depot processes, delivery capacity, route coverage, backlog management and adherence to agreed standards.

· Agree improvement plans with partners, coach local teams and track actions to completion; escalate persistent underperformance with documented recommendations.

· Coordinate capacity and contingency plans with city and branch teams for peak periods, service disruptions and partner transitions to maintain network continuity.

Network Policy Development and Implementation

· Develop and maintain network policies, standard operating procedures and partner operating guidelines covering dispatch, scanning, delivery, proof of delivery, returns and exception handling.

· Assess operational impact and consult relevant teams before submitting policy changes for approval through the agreed governance process.

· Lead policy rollout through clear communications, partner training,



implementation schedules and compliance checks; address barriers and confirm adoption.

· Recommend changes to partner incentives, service accountability measures and territory or capacity arrangements, subject to approval and applicable agreements.

Performance and Service Quality Oversight

· Establish partner scorecards and review cycles against approved KPIs and service level agreements, with consistent definitions, data sources and reporting.

· Monitor on-time delivery, first-attempt delivery success, scan and proof-of-delivery compliance, parcel loss and damage, complaints and backlog ageing; confirm targets with management.

· Analyse trends, identify root causes and lead corrective and preventive actions with named owners, deadlines and follow-up verification.

· Conduct operational audits and prepare management reports on network performance, recurring risks, policy adherence and improvement outcomes.

Issue Resolution and Continuous Improvement

· Own escalated partner operational issues and coordinate major service recovery with operations, customer service and other relevant teams.

· Investigate delivery failures and repeated exceptions, document findings and track corrective actions through to verified closure.

· Lead improvement projects that strengthen network reliability, productivity and customer experience, and share effective practices across partners.

Cross Functional Coordination and Partner Governance

· Work with city managers, operations teams, customer service, finance, IT and HR or legal advisers to resolve partner issues and support consistent network decisions.





· Coordinate operational records, settlement queries and service disputes with finance, ensuring supporting evidence is accurate and approval requirements are followed.

· Monitor adherence to partner agreements, company policies and applicable safety and compliance requirements; escalate risks and support approved remediation.

· Provide operational input into partner renewals, service area changes and exits; support handover from onboarding into ongoing management.

SKILLS & KEY REQUIREMENTS

· Demonstrated experience in logistics, courier, parcel delivery or last-mile operations, including managing franchisees, DSPs or comparable external delivery partners.

· Proven ability to lead partner performance reviews, resolve escalations and deliver measurable service quality improvements.

· Experience developing and rolling out operational policies, procedures or network improvement programmes across multiple locations.

· Strong understanding of delivery KPIs, service level agreements, depot workflows, exception management and partner accountability.

· Ability to analyse operational data, identify root causes and turn findings into practical actions; proficiency in Excel and performance reporting tools.

· Robust stakeholder management, negotiation and communication skills, with the ability to influence independent business owners and coordinate internal teams.

· Sound judgement, ownership and prioritisation skills in a rapid-paced operating workplace; ability to balance partner relationships with consistent standards.

· Relevant tertiary qualifications in logistics, supply chain or business are desirable; equivalent practical experience will be considered.

· Experience in an Australian delivery network is desirable. The required years of experience and any language or travel requirements are to be confirmed.

· Current right to work in Australia.

📌 Franchise Operations Manager-Mandarin Speaking (Braybrook)
🏢 YTO International Express and Supply Chain Technology
📍 Braybrook