Business Process Manager

Your main responsibilities:

• Providing CX advisors with the necessary tools, knowledge, and support to ensure the highest quality of customer service. 

• Ensuring continuous improvement of customer experience (CX) by proactively identifying and removing frictions and pain points in consumer and seller processes.

• Supporting new initiatives and changes related to pre-purchase, pre-sales, and financial processes.

• Designing frictionless processes that best meet customer needs - decrease the Contact Rate and boost NPS - recommending effective customer-centric solutions in collaboration with other business units and technology teams. 

• Leading initiatives aimed at reducing customer effort and support costs (seller CoR and CX metrics) by improving self-service, automation, or process changes that drive more efficient outcomes

• Supporting projects by representing the CX function and the Voice of the Customer (VoC)

This is the right job for you if:

• Practical experience in project management (in the area of customer experience/ finance/banking)

• Proven ability to create positive customer experiences in customer support processes

• 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.
- 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!