Manager, Business Process Management

Your main responsibilities:

• Lead and develop the CX Process Management & Automation team within Delivery area

• Manage the strategic projects within Delivery Experience area

• Express the voice of the customer and CX in various forums within the organization, including ET

• Drive efficiency, innovation, and continuous improvement in customer experience processes 

• Foster a culture of continuous improvement within the organization, encouraging feedback and innovation

• Lead CX stream in strategic projects in Delivery area, i.e. Allegro Delivery

• Manage and mentor a team of CX Business Process Managers and Specialists

• Collaborate with cross-functional teams to ensure seamless integration of new product and services to CX

• Identify opportunities for process optimization and automation within customer experience workflows

• Develop and implement automation strategies using relevant tools and technologies

• Monitor and evaluate the performance of automated processes, making necessary adjustments for improvement

• Monitor potential bottlenecks within delivery process and react with the appropriate procedures and improvement plans

• Establish metrics and KPIs to track the effectiveness of business processes within delivery area (NPS; First Contact Resolution; Contact Rate)

This is the right job for you if:

• You have minimum 2 years of experience in project management

• You have minimum 2 years of practical experience in the area of customer experience

• You have minimum 2 years of experience in team management

• You have experience in cooperation in an international environment

• You have knowledge of delivery processes at the marketplace

• You have process mapping skills

• You are dynamic and willing to challenge the status quo

• You have communication and interpersonal skills, including the ability to present arguments in favor improving customer experience

• You have proven ability to quickly build relationships with key stakeholders

• You have ability to work independently and organize work of project group

• You can communicate freely in English (C1)

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

Send us your CV and see why it is #goodtobehere