B2B Delivery & Experience Operations Associate

About the Team:

The B2B Operations team is responsible for scaling and delivering CookUnitys new business verticals such as Smart Fridge and Cold Meal programs across corporate and healthcare environments. The team collaborates closely with B2C operations product and customer experience to ensure seamless execution operational reliability and scalable systems that support growth.

The role:

The B2B Delivery & Experience Operations Associate acts as the operational control point for B2B fulfillment. This role owns daily delivery execution while ensuring that logistics performance translates into a reliable and predictable client experience.

This is not a passive coordination role. It is responsible for anticipating delivery risks resolving execution issues in real time owning logistics-driven CX investigations and identifying recurring friction points that impact service reliability.

The objective: reduce escalations prevent repeat incidents and protect B2B delivery consistency at scale. This role enables senior operators to focus on strategic growth by stabilizing daily execution.

Responsibilities:

1. Delivery Execution & Control Tower Monitoring

• Own daily monitoring of B2B delivery schedules and routing.
• Validate upcoming orders for volume shifts access constraints special handling and operational risks.
• Create and manage delivery tasks in OnFleet and related tools.
• Actively monitor in-route performance and intervene when delays or access issues arise.
• Resolve real-time execution failures (missed deliveries access barriers timing deviations).
• Ensure high-priority and enterprise accounts receive proactive oversight.

2. Delivery-Driven Experience Ownership

• Own end-to-end investigation of logistics-related CX tickets.
• Identify root cause (3PL error internal process gap access misalignment system issue).
• Provide structured resolution context and recommended actions to CX.
• Ensure escalations are closed not just answered.
• Track repeat incident categories and flag systemic risks.
• Maintain visibility into open escalations and drive them to resolution within SLA.

3. 3PL & Cross-Functional Coordination

• Act as first-line operational contact for 3PL delivery issues.
• Escalate appropriately when patterns emerge.
• Align closely with Customer Experience to ensure accurate client-facing communication.
• Support B2B Operations with operational insights from the field.
• Prioritize internal operational requests based on urgency and client impact.

4. Risk Anticipation & Incident Prevention

• Review forward-looking delivery schedules to identify risks (weather holidays volume spikes new client launches).
• Flag high-risk delivery days proactively.
• Escalate with context and suggested mitigation plans.
• Identify recurring friction points and propose workflow improvements.
• Contribute to operational stability as volume scales.

5. Documentation Reporting & Continuous Improvement

• Maintain accurate trackers for deliveries incidents and escalations.
• Support weekly reporting on:
  • Delivery reliability
  • Escalation categories
  • Repeat issue trends
  • 3PL performance signals
  • Assist in updating SOPs and playbooks as process improvements are identified
• Conduct structured root cause analysis on recurring delivery failures.

Qualifications:

• 13 years in logistics coordination dispatch fulfillment operations or operations-driven CX.
• Experience working in a high-volume time-sensitive environment.
• Strong written communication skills (clear structured precise).
• High attention to detail and operational discipline.
• Proficiency in Google Sheets (filters lookups formulas).
• Experience with routing platforms (OnFleet preferred) is a plus.
• Comfortable investigating incidents and communicating findings.

Profile Were Looking For

• Calm under operational pressure.
• Strong ownership mindset does not wait to be told what to fix.
• Proactive and solution-oriented.
• Detail-obsessed but able to prioritize impact.
• Comfortable challenging unclear processes.
• Reliable executor with high follow-through.
• Thinks in systems not just tasks.

Learn More About CookUnity

We believe great leadership starts with alignment on vision values and ways of working. To give you deeper insight into who we are and what were looking for we invite you to explore:CookUnitys Leadership Principles The values and behaviors that guide how we operate collaborate and scale.

We hope this provides valuable insight into our culture and product vision. If this excites you wed love to connect!

Benefits

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Work remotely: design the life that you want

Enjoy 15 days of vacation each year from the start date

16 fully paid Argentinean holidays

Healthcare Benefit: Monthly stipend to use in your preferred healthcare provider

5- year Sabbatical: After 5 years with CookUnity you get a 4-week paid sabbatical

Paid Family leave

Compassionate Leave: 3-5 days each time the need arises

Customize the benefits that suit your needs! Access a range of perks tailored to you including learning opportunities wellness memberships delivery apps and more through our comprehensive benefit platform

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