WAWA – Wawa, Inc. – Corporate Office
Job Title: Delivery Business Operations Analyst
Position Summary : The Delivery Business Operations Analyst will be the corporate liaison between operations and the business solutions related to delivery marketplaces (DoorDash, Uber Eats, Grubhub) other fulfillment channels. The Delivery Business Operations Analyst will be responsible to globally analyze and monitor business KPI’s, determine, communicate and resolve issues/nonconformities and addressing it with the on demand delivery vendor (DoorDash etc). The position will be responsible for analyzing business and performance data on all Delivery ordering (3rd Party marketplace, app, web) and fulfillment channels, synthesizing it to help improve the customer, store associate and red roof experience. The position will escalate issues to the appropriate parties and help develop remediation plans to improve the program from an operations perspective. Will be responsible for managing project with corporate partners to help improve processes and rollout fulfilment methods and solutions to new stores. Identifies opportunities, conflicts and issues surrounding delivery and fulfilment procedures and makes recommendations for resolutions.
Principal Duties :
Primary point of contact and liaison supporting all issues related to the development, functionality, operation and execution of policy and procedure as it relates to fulfillment channels. Drive continuous performance and process improvement related to delivery for 3rd party marketplaces (DoorDash, Uber Eats, Grubhub) and delivery as a service for other Wawa channels (app, web and catering).
Responsible to be proficient in all aspects of the delivery technology both Wawa internal and 3rd party delivery companies, including order management portals on DoorDash, Uber and Grubhub and the Wawa Delivery Web Portal and other delivery specific systems. Responsible to be the subject matter expert and to provide guidance and training to Wawa team members
Gather and coordinate 3rd party marketplace and delivery market trends to prepare Wawa for key industry annual spikes, advise on the advertising schedule, help prepare operations for these spikes and make recommendations
Perform detailed analysis to make recommendations on pricing, delivery fees, and other new local/state regulations related to delivery. Monitor global catering KPIs like delivery execution, accuracy rates of orders, driver issues, refunds and cancellation rates
Drive the development and ongoing enhancement of reports and data sources which will provide Wawa management the necessary information to manage the business efficiently. Develop and report weekly, monthly and quarterly delivery metric and key performance indicator reports including delivery sales, store downtime, 3PL ratings and speed of service.
Project Manager for Store Operations and IT to ensure high quality of execution of delivery and other fulfilment services. Manage interdepartmental partnerships across Wawa to ensure full transparency on delivery issues, upcoming promotions, new store launches and technology upgrades.
Project manager for onboarding new stores and services onto the 3rd party marketplaces and delivery fulfilment via Wawa channels, including preparing for any new service rollout, acting as central point of contact for all 3rd party marketplace providers as well as key internal partners including operations, IT, marketing, government relations and QA.
Develop and run proof of concept testing. Define testing protocol and structure for new delivery and fulfillment labs/test, develop and run proof of concept testing, determine specific test criteria for success measurements.
Define, develop and implement project plans addressing store level technology issues identified by Store Operations, Marketing, Finance, Inventory Control and Information Technology related to fulfillment channels. Manage the implementation and support of the resolutions.
Lead root cause analysis and issue remediation regarding store operations technology systems and 3PL systems. Perform analysis and issue remediation through Applix. Report identified trends and detailed finding to management.
Provide ongoing support and direct coaching to Area Managers, General Managers, and Store Associates on how to properly implement and maintain accurate processes at store-level. Analyze the current processes and procedures for delivery and curbside at store level and identify opportunities for change. Communicate and gain acceptance for the change from all levels of the organization.
Responsible to be critical second tier support for Wawa Contact Center ensuring the Contact Center team is continuously updated with any information needed to support delivery. Responsible to be on-call to resolve critical issues and will be considered a crisis management resource during events.
Responsible for the implementation of new delivery and fulfillment initiatives throughout the roll out including training, troubleshooting, managing feedback, and monitoring for sustainability.
Analyze trends provide guidance on business measurements, operations performance or identification of process improvement opportunities and trending issues with customers, associates or store management.
Partner with store implementation planning including impact planning, training, ongoing monitoring of performance, and supporting tools and procedures.
Data analysis and reporting on KPIs
Process improvement for both operations process and technology
Ability to work well individually as well as in a team environment
Excellent oral and written communication skills
Excellent customer service skills
Familiar with IT POS and API systems and basic trouble shooting
Ability to work with little or no supervision
Detail oriented and excellent organizational skills
Excellent analytical and problem solving skills
Ability to work on call, on a rotational basis
Ability to travel to stores
Superior project management and presentation skills
Proven self- starter with demonstrated ability to make decisions
Bachelor’s degree in Operations Management, Logistics, Industrial Engineering or Business preferred
5 years operations management, business improvement, consulting or engineering in a retail and/or home delivery environment
Project leadership experience collaborating with Associates across different areas of the company
Experience in relationship building, effective communication and managing change
Group and/or 1 on 1 training experience preferred
Thorough knowledge of company policies and procedures
Proficient in MS Office Suite (Excel, PowerPoint, Word)
Wawa will provide reasonable accommodation to complete an application upon request, consistent with applicable law. If you require an accommodation, please contact our Associate Service Center at [email protected] or 1-800-444-9292.
Wawa, Inc. is an equal opportunity employer. Wawa maintains a work environment in which Associates are treated fairly and with respect and in which discrimination of any kind will not be tolerated. In accordance with federal, state and local laws, we recruit, hire, promote and evaluate all applicants and Associates without regard to race, color, religion, sex, age, national origin, ancestry, familial status, marital status, sexual orientation or preference, gender identity or expression, citizenship status, disability, veteran or military status, genetic information, domestic or sexual violence victim status or any other characteristic protected by applicable law. Unlawful discrimination will not be a factor in any employment decision.