Operations & Customer Service Manager

Fortidia; Lombardia; On-site; EUR 50,000 - 60,000; Full time

Benefits offered by this job

International environment

Training opportunities

Multicultural structure

Job summary

Fortidia, Milan headquarters, seeks an Operations & Customer Service Manager to coordinate the Italian team and act as strategic liaison between sales and operations across Mail Boxes Etc. and ParcelValue networks.

You will drive process efficiency, oversee franchise and corporate relations, and nurture cross-brand synergies with a focus on service quality. You will manage operational activities, streamline communications, and support training while ensuring alignment with sales objectives.

Qualifications

• Minimum 5 years of experience in operational leadership roles.
• Strong proficiency in Excel, management systems, and ticketing platforms.
• Deep knowledge of major national and international carriers.
• Excellent team management and motivational skills.
• Excellent communication and presentation skills.
• Fluency in Italian and working knowledge of English.

Responsibilities

• Coordinate and supervise the Operations teams based in Milan and Chiasso, defining daily activities and monitoring KPIs and reporting.
• Develop synergies between the Operations Departments of the brands and implement optimized processes.
• Supervise the ticketing system and respond to operational and administrative requests from the sales network and end customers.
• Act as the main interface for customers and network entrepreneurs, resolving escalations and aligning with sales on joint actions.
• Manage information flow to end customers and the sales network, distributing new procedures and commercial conditions.
• Identify knowledge gaps and collaborate with L&D to develop technical content and procedures for the network and customers.
• Coordinate relationships with partner carriers, monitor market variations and supervise tasks.
• Monitor credit standing of network entrepreneurs and analyze trends in requests.

Skills

Team management

Leadership

Communication

Problem solving

Analytical skills

Italian language

English language

Tools

Excel

Ticketing systems

Management software

Carrier platforms

Job description

For our Headquarters in Milan, we are looking for an Operations & Customer Service Manager who will join the Fortidia Italy team and serve as the strategic point of contact between the sales networks of both Mail Boxes Etc. and ParcelValue and their respective Operations Departments. The successful candidate will be responsible for coordinating all operational activities, ensuring process efficiency, managing relationships with franchisees, corporate customers, and partner carriers, and fostering cross-brand synergies while aligning operational guidelines with sales objectives.

Main Responsibilities

Leadership and Process Optimization

• Team Management: Coordinate and supervise the Operations teams based in Milan and Chiasso, defining daily activities and monitoring performance through KPIs and dedicated reporting
• Operational Efficiency: Develop synergies between the Operations Departments of the Mail Boxes Etc. and ParcelValue brands, implementing optimized operational processes

.

Support and Customer Satisfaction

• Customer Satisfaction: Supervise the ticketing system, ensuring timely and effective responses to operational and administrative requests from the sales network and end customer
• Network & Customers Support: Act as the main interface for customers and network entrepreneurs. Manage highly complex operational issues and collaborate closely with the sales network to resolve critical escalations, balance operational constraints with business needs, and agree on joint commercial actions.

Communication, Education and Training

• Information Flow: Manage the information flow to end customers and the sales network, ensuring the accurate distribution of new procedures, regulations, and commercial conditions
• Training Support & Enablement: Identify operational knowledge gaps and collaborate with the L&D department to develop technical content, guidelines, and procedures for the network and final customers.

Carrier Management and Financial Sustainability

• Carrier Management: Coordinate relationships with partner carriers, monitor market variations and supervise technical and administrative tasks.
• Credit Collection: Monitor the credit standing of the network's entrepreneurs and analyze trends in incoming administrative requests. Intervene directly in the most complex cases that require a strategic evaluation and commercial alignment with sales
• Analysis and Reporting: Produce periodic analyses on the performance of the Operations team, providing strategic insights to management

Requirements and Qualifications

• Consolidated experience (minimum 5 years) in operational and leadership roles, preferably in the logistics, shipping, or franchising network sector
• Strong proficiency in Excel, management systems, and ticketing platforms, combined with a solid ability to analyze and interpret operational and financial KPSI
• Deep knowledge of major national and international carriers
• Excellent team management and motivational skills
• Excellent communication and presentation skills, with the ability to conduct webinars and translate complex technical concepts into simple operational guidelines
• Strong problem-solving, mediation, and active listening skills, with a demonstrated ability to manage complex projects independently and with high attention to detail.
• Fluency in Italian and a good working knowledge of English
• Collaborative spirit, with appreciation of diverse perspectives.
• Bold, passionate, tenacious and curious mindset, not afraid to explore new ideas and challenge the status quo in pursuit of better solutions.

What we offer.

• A vibrant international environment in a continuously growing company with many professional and personal development opportuties.
• Extensive training and development opportunities within the group
• A multicultural organizational structure and team.

Compensation

€ 50.000–€ 60.000 total package. Final compensation will depend on experience, skills, and internal equity criteria aligned with our compensation framework.

Fortidia is the brand identity of MBE Worldwide S.p.A. - a company headquartered in Italy - and its affiliates. Fortidia is a global commerce enabler for MSMEs and consumers thanks to its platform including brands providing shipping, fulfillment, logistics, marketing and print solutions: Mail Boxes Etc. (outside the U.S. and Canada.), World Options, PACK & SEND, PostNet, ParcelValue, Spedingo, GEL Proximity, AlphaGraphics, Kwik Kopy Australia, Multicopy, and Print Speak. In 2024, its platform - including 3,200+ Business Solutions Centers in 57 countries with over 14,000 associates - served 850,000 business customers worldwide generating €1.45 bln (US$1.65 bln) of System-wide Gross Revenue.

We are an equal opportunity employer. We believe that talent, expertise, empathy and ambition drive our success, and we base hiring decisions solely on candidate experience an

d skills.We are committed to creating an inclusive hiring process. If you have specific needs or require adjustments during the recruitment process, please let us know.

For more information, visit the Fortidia Group