Express & Customer Product Manager

About the role

The Express and Customer Product Manager leads the end‑to‑end Express product and customer service function for Aramex Jordan. Reporting to senior leadership, the role is responsible for strategy execution, financial performance, service quality and the overall customer experience across all Express operations.

Key responsibilities

• Define and implement the Express product strategy aligned with corporate and regional goals to meet revenue, margin and service targets.
• Set product targets, operational plans and KPIs; monitor performance against approved business plans.
• Develop and govern customer service strategies for all contact‑center and service channels, ensuring compliance with global standards.
• Lead operational performance management through structured governance and cross‑functional coordination.
• Partner with Commercial leadership on pricing, operational set‑ups and client‑specific service models to drive profitable sales.
• Oversee the full Express operational flow (first mile, line haul, middle mile, last mile) and ensure SLA compliance.
• Optimize line‑haul routing and network performance to balance cost, speed and reliability.
• Drive the creation and launch of new Express products and service enhancements.
• Identify operational risks and gaps, implement corrective actions and continuous improvement initiatives.
• Lead, coach and develop multidisciplinary teams, set performance objectives and ensure alignment across functions.
• Ensure compliance with HR, health & safety, security and corporate governance policies.

Required profile

• Proven senior leadership experience in logistics, express delivery or related transportation services.
• Strong track record of managing P&L, developing product strategies and delivering service excellence.
• Excellent analytical and problem‑solving abilities with data‑driven decision making.
• Demonstrated capability to lead cross‑functional teams and influence senior stakeholders.
• Knowledge of end‑to‑end express operations, including first‑mile to last‑mile processes.

Required skills