TBV Business Process Manager

Na czym polegać będzie Twoja praca?

- Optimize existing and new processes on dedicated part of customer journey: merchant dispatch 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, execute Delivery Speed Acceleration strategy and achieve assumed KPIs
- Prepare and implement the communication strategy to merchants and carriers
- Create and implement process for persuading merchants to shift cut off hours and postpone dispatch time
- Identify and remove barriers to enable the late dispatch on the same day
- 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 Merchant Dispatch process:
- Design and coordinate merchant education and activation process (Merchant Dispatch process)
- Support operational team in executing the Merchant Dispatch process
- Ensure understanding of new logistic metrics for merchants (fast dispatch) and carriers (pick-up accuracy)

Szukamy osób, które:

- 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)

Ze swojej strony oferujemy:

- 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)
- 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)
- English classes paid for by us and focused on the specifics of your work
- If you want to know more - 𝗰𝗵𝗲𝗰𝗸 𝗵𝗲𝗿𝗲