Operations & Customer Success Lead - Italy

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

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.