Manager, Business Process Management

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

Szukamy osób, które:

• 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)(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).

Ze swojej strony oferujemy:

• 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

Send us your CV and see why it is #goodtobehere