Business Process Manager
Poznań, PL, 61-569
Your main responsibilities:
- Optimize existing and new processes on dedicated part of customer journey: delivery on Allegro platform:
- Decrease customers effort with contact avoidance approach (Contact Rate)
- Increase efficiency in problem solving and providing self service and automated solutions
- Build the service processes ensuring the Customer problem resolution during one interaction (First Contact Resolution)
- Increase Customers satisfaction after contact with CX
- Monitor potential bottlenecks and react with the appropriate procedures and improvement plan
- Lead project across Transportation, Tech DEX and CX:
- Deliver project plan according to agreed resources and achieve assumed KPIs
- Coordinate implementation of new solutions built in the project into CX operations: knowledge base content, tools supporting positive and negative scenarios, trainings, testing, KPI reporting
- Manage the logistic claims process
This is the right job for you if:
- Practical experience in project management (in the area of customer experience/ carrier/ marketplace) - minimum 2 years
- Knowledge of logistics processes at the marketplace
- Knowledge of logistics processes at carrier
- Proven process mapping skills
- Experience in cooperation in an international environment
- Knowledge of Project Management tools: Jira, ClickUp, Excel
- Desire and commitment to making changes and willingness to challenge the status quo
- Communication and interpersonal skills, including the ability to present arguments in favor improving customer experience and to quickly build relationships with key stakeholders
- Ability to work independently and organize work of project group
- Ability to communicate freely in English (at least B2/C1 level)
What we offer:
- Flexible working hours in a hybrid model (4/1) - our hours can start between 7:00 a.m. and 10:00 a.m. We also have 30 days of occasional remote work.
- Long term discretionary incentive plan based on Allegro.eu shares (restricted stock units).
- Annual bonus based on your annual performance and company results.
- Well-located offices (with e.g. fully equipped kitchens, bicycle parking, terraces full of greenery) and excellent work tools (e.g., raised desks, ergonomic chairs, interactive conference rooms).
- 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 that we pay for related to the specific nature of your job.
- A training budget, inter-team tourism and an internal learning platform where you will find multiple trainings.
- An additional day off for volunteering, which you can use alone, with a team, or with a larger group of people connected by a common goal.
- Social events for Allegro people - Spin Kilometers, Family Day, Fat Thursday, and many other occasions we enjoy.
And that's just the beginning! You can read more about the benefits here.
#goodtobehere means that:
- You will shape the future of e-commerce - creating innovative, pioneering solutions that set new market standards. We have over 21 million active buyers across 6 countries and collaborate with more than 164k Partners.
- You will join a team you can always count on - we have on board top-class specialists who have sharing knowledge, experience, and best practices in their DNA. Want to get to know them better? Listen to the Allegro Podcast.
- You will be part of a team that always aims to stay one step ahead of the market - we act quickly, dynamically, and at the highest level, because only then we can genuinely shape the future of e-commerce.
- You will build your own development path - with access to diverse business areas, large-scale international projects, internal mobility, inter-team tourism, and regular feedback from your manager, you will drive your growth.
- You will see that mistakes are opportunities to learn - we believe that no matter how well we execute, we can always get better.
Send us your CV and… see you at Allegro!
