Company : FedEx Express APAC
Job Title :
Job Requisition Number : RC460445
Locations : Hong Kong, Hong Kong
Hong Kong, Hong Kong
Category : Customer Experience
Time Type : Full Time
Job Type : Regular
Job Posting End Date : 2022-06-12
This person will be part of the core team to foster FedEx’s Customer Experience Planning and Engineering (CEPE) capabilities for the Asia Pacific region.
The CEPE team drives, leads and enable transformation, best-in-class performance and innovation in CE Operations through effective use of data and technology to achieve APAC strategies and growth ambitions.
Reporting to the CEPE Manager, you are responsible to drive and manage various CE Strategic Projects mainly from a PMO role.
Other than that, you will help enable seamless integration between Ops Cos by participating in key Integration Projects for FedEx.
You will also need to drive consistent high service quality performance. Your deliverables will contribute to FedEx’s delivery of superior customer experience in the Contact Centres in Asia Pacific thorough the success of the delivery of CE Strategic Transformation and Integration Projects.
Business / IT degree or equivalent are desirable. Post-graduate degree preferred but not necessary
At least five (5) years’ experience in project management, process re-design, improvement and user experience design.
Advanced language skills in English : Listening, Writing, Reading, Speaking
Change Management mind set, preferably together with past experience
Areas of Responsibilities
Program Management
Coordinate discovery / assessment workshops and onsite visits with stakeholders
Participate in the development of the program Vision and Roadmap
Be the voice of the program in the division
Keep divisional stakeholders informed of program progress
Project Management
Act as the PM for Key CE Strategic Projects by leveraging the FedEx QDM methodology
Identify risks and impediments and develop mitigation strategies
Input into Feature refinement (e.g., acceptance criteria, effort and prioritization)
Participate and coordinate testing including user acceptance testing for end users
Keep divisional stakeholders informed of project progress and health
Work with divisional stakeholders to execute change management activities including learning development and delivery
Vendor Engagement / Management
Engage various vendor and stakeholders (Internal and External) for Proof-of-Concept (POC) arrangements.
Manage vendor expectation on requirements, delivery timelines and quality of work
Work with divisional teams to perform on-boarding of vendors
Arrange workshops and demos for internal stakeholders
Sure that vendors are treated fairly and in accordance with FedEx policies
Skills & Experience
Desire to take ownership of knowledge management for APAC Customer Experience
Strong customer service, negotiation and resolution skills.
Able to prioritize workload and meet deadlines.
High attention to detail.
Strong interpersonal skills
Knowledge on modern / next Gen Telephony and CRM Platforms is a plus
Proven experience working with remote teams, experience in Regional Team is a plus
Cross-functional Project Management experience, preferably in a leading position
Strong stakeholder communication skills
Open minded for new ways of working and new technology
Ability to travel to Europe and / or US in case needed
Ability to adapt and help others to adapt to rapid changes
Strong business knowledge at FedEx CE on Case Management
TNT CE Case Management knowledge is a plus
System, People and Process Integration experience is a plus Areas of Responsibilities
Program Management
Coordinate discovery / assessment workshops and onsite visits with stakeholders
Participate in the development of the program Vision and Roadmap
Be the voice of the program in the division
Keep divisional stakeholders informed of program progress
Project Management
Act as the PM for Key CE Strategic Projects by leveraging the FedEx QDM methodology
Identify risks and impediments and develop mitigation strategies
Input into Feature refinement (e.g., acceptance criteria, effort and prioritization)
Participate and coordinate testing including user acceptance testing for end users
Keep divisional stakeholders informed of project progress and health
Work with divisional stakeholders to execute change management activities including learning development and delivery
Vendor Engagement / Management
Engage various vendor and stakeholders (Internal and External) for Proof-of-Concept (POC) arrangements.
Manage vendor expectation on requirements, delivery timelines and quality of work
Work with divisional teams to perform on-boarding of vendors
Arrange workshops and demos for internal stakeholders
Sure that vendors are treated fairly and in accordance with FedEx policies
Minimum Requirements
Business / IT degree or equivalent are desirable. Post-graduate degree preferred but not necessary
At least five (5) years’ experience in project management, process re-design, improvement and user experience design.
Advanced language skills in English : Listening, Writing, Reading, Speaking
Change Management mind set, preferably together with past experience
Skills & Experience
Desire to take ownership of knowledge management for APAC Customer Experience
Strong customer service, negotiation and resolution skills.
Able to prioritize workload and meet deadlines.
High attention to detail.
Strong interpersonal skills
Knowledge on modern / next Gen Telephony and CRM Platforms is a plus
Proven experience working with remote teams, experience in Regional Team is a plus
Cross-functional Project Management experience, preferably in a leading position
Strong stakeholder communication skills
Open minded for new ways of working and new technology
Ability to travel to Europe and / or US in case needed
Ability to adapt and help others to adapt to rapid changes
Strong business knowledge at FedEx CE on Case Management
TNT CE Case Management knowledge is a plus
System, People and Process Integration experience is a plus
At FedEx Express, we believe that a connected world is a better world. We connect people and possibilities with our diverse portfolio of transportation, e-commerce, and business solutions.
Today, our networks reach more than 220 countries and territories, linking more than 99 percent of the world’s GDP. FedEx is consistently recognized as one of the most admired brands in the world and one of the best places to work.
Our people are the foundation of our success and the key to our future. At FedEx, we are as diverse as the world we serve.
We leverage our diverse talents, experiences and ideas to be more responsive to customer challenges, spark creative solutions, and adapt to change.
FedEx is an equal opportunity / affirmative action employer (minorities / females / disability / veterans) committed to a diverse workforce.
What can you expect as a FedEx team member?
Career Mobility and Development : When you join FedEx, you’re joining a team with possibilities that literally span the world from opportunities for advancement and location transfer, to training and leadership programs.
Total Compensation and Benefits Package : We want to keep our employees for a long time, so we offer competitive benefits, opportunities for flexible work arrangements, and programs to support well-being. 
