Manager, Business Process Management

Your main responsibilities:

As a Manager, Business Process Management, you will play a pivotal role in optimizing our customer experience processes within the Delivery area (logistics and courier area). 

What will your job consist of? 

• Leading and developing  Process Management & Automation team within the Delivery (logistics and courier) area, fostering a culture of continuous improvement, feedback, and innovation.

• Managing strategic projects focused on enhancing the Delivery Experience, including key initiatives like Allegro Delivery (courier shipments, parcel machines).

• Acting as the voice of the customer and CX in various organizational forums, including the Executive Team (ET).

• Driving efficiency, innovation, and continuous improvement across all customer experience processes.

• Mentoring and managing a team of CX Business Process Managers and Specialists.

• Collaborating with cross-functional teams to ensure seamless integration of new products and services into existing CX workflows.

• Identifying opportunities for process optimization and and automation within customer experience workflows.

• Developing and implementing automation strategies utilizing relevant tools and technologies.

• Monitoring and evaluating the performance of automated processes, making necessary adjustments for continuous improvement.

• Proactively identifying and addressing potential bottlenecks within the delivery process by implementing appropriate procedures and improvement plans.

• Establishing key metrics and KPIs, such as NPS, First Contact Resolution, and Contact Rate, to effectively track the effectiveness of business processes within the delivery area.

This is the right job for you if:

• A minimum of 2 years of experience in project management.

• A minimum of 2 years of practical experience in the area of customer experience and delivery (logistics and courier) area (must have)

• A minimum of 2 years of experience in team management.

• Proven experience collaborating in an international environment.

• Strong knowledge of delivery processes within a marketplace setting.

• Proficiency in process mapping skills.

• A dynamic approach and a willingness to challenge the status quo.

• Excellent communication and interpersonal skills, including the ability to effectively present arguments for improving customer experience.

• A demonstrated ability to quickly build relationships with key stakeholders.

• The ability to work independently and effectively organize the work of a project group.

• The ability to communicate freely and effectively in English (C1 level).

What we offer:

• Work in a team you can always count on – we have on board top-class specialists and experts in their areas of expertise

• Training budget and an internal educational platform, MindUp (with training courses on work organization, means of communication, motivation to work and various technologies and substantive issues)

• Well-located offices (with fully equipped kitchens and bicycle parking facilities) and excellent working tools 

• A wide selection of fringe benefits in a cafeteria plan – you choose what you like (e.g. medical, sports or lunch packages, insurance, purchase vouchers)

• English classes paid for by us and focused on the specifics of your work

• If you want to know more - check here

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