Senior Manager, Delivery Experience

Your main responsibilities:

• Shaping and executing the area's strategy, operational plans, and budget, with a strong focus on building exceptional customer experiences in Delivery Experience.

• Ensuring full operational readiness of the team for rolling out new features and adapting to dynamic changes on the Allegro platform.

• Developing and optimizing processes by identifying and eliminating pain points, resulting in a continuous reduction of unnecessary contacts and increased efficiency.

• Holding end-to-end accountability for key quality and performance metrics (Main CX KPIs), as well as cost optimization across all service channels.

• Implementing modern tools and innovations, including AI-driven solutions, by defining requirements, conducting UAT testing, and making go/no-go decisions.

• Fostering an engaging work environment, motivating the team, and continuously developing the competencies of support staff.

• Driving the delivery experience to the highest standard as a leader with deep expertise in this domain.

This is the right job for you if:

• You have deep expertise and experience in building and managing Delivery Experience processes.

• You are a leader with a solid understanding of e-commerce logistics and a proven ability to translate it into exceptional customer experiences.

• You have a track record of success in managing large-scale operations and driving continuous optimization of logistics and service processes.

• You demonstrate strong strategic thinking regarding Delivery Experience within the CX context, bridging operations with modern technology and automation.

• You bring experience in omnichannel service environments.

• You have hands-on process management experience and excellent knowledge of modern process optimization methodologies.

• You are well-versed in customer service KPIs (e.g., ASA, NPS, FCR).

• You view the organization through a process-oriented lens, always focusing on finding solutions rather than excuses to meet the needs of partners and internal stakeholders.

• You are familiar with CRM and WFM systems.

• You possess strong analytical skills (working with data) and organizational abilities, including effective self-management.

• You take initiative and maintain a proactive approach to assigned tasks.

• You model high standards of professional etiquette and interpersonal competence.

• You are collaboration-minded and skilled at engaging and inspiring others.

• You adapt easily to changing conditions and embrace change.

• You communicate fluently in English.

What we offer:

• Greatly located offices (e.g., with well-equipped kitchens, bicycle parking) and excellent work tools (e.g., height-adjustable desks, ergonomic chairs, interactive conference rooms).
• A wide package of non-wage benefits in a cafeteria system - you decide what you use (we have, for example, medical, sports, and lunch packages, insurance, shopping vouchers).
• English classes paid for by us.
• A training budget, inter-team collaboration opportunities (cross-functional training), and an internal educational platform with training on various topics.
• A day off for volunteering, which you can use alone, with a team, or with a larger group of people connected by a common goal.
• Company special events - Spin Kilometers, Family Day, Fat Thursday and many other occasions that we celebrate. 
  
  And that's just the beginning! You can read more about the benefits here.
  
  #goodtobehere means that:
• You will join a team you can rely on - we work with great specialists who sharing knowledge and experience have in their DNA.
• You will deliver top-quality projects that have a real impact on millions of customers. Quality is a priority for us (confirmed, for example, by the Service Quality Star Award), and your work will directly shape the experience of the largest e-commerce platform in Poland.
• You will work in an environment where the pace of business development provides plenty of opportunities for quickly acquiring new, unique competencies and solving challenges you won't find anywhere else.
• You will have daily contact with experts from various business and technology areas to deliver the best solutions that exceed the expectations of millions of customers. 
  
  Send us your CV and… see you at Allegro!