Delivery Experience Leader: CX Innovation & Ops

Allegro; Poznań; On-site; PLN 210,000 - 320,000; Full time

Benefits offered by this job

Office amenities

Non-wage benefits package

English classes

Training budget

Volunteer day

Company events

Job summary

Allegro in Poznań is seeking a Delivery Experience leader to shape and execute area strategy, drive operational readiness, and optimize CX across service channels.

You will own key quality metrics, lead a team, and push AI-driven innovations to improve efficiency and customer satisfaction across the platform in Poland. Strong leadership and English fluency required; logistics expertise is a must.

Qualifications

• Deep expertise and experience in building and managing Delivery Experience processes.
• Strong leadership with solid understanding of e-commerce logistics and translating it into exceptional customer experiences.
• Track record of success in managing large-scale operations and driving continuous optimization of logistics and service processes.
• Strong strategic thinking regarding Delivery Experience within the CX context, bridging operations with modern technology and automation.
• Experience in omnichannel service environments and CRM/WFM familiarity.

Responsibilities

• Shaping and executing the area’s strategy, operational plans, and budget with focus on customer experiences in Delivery Experience.
• Ensuring full operational readiness of the team for rolling out new features and adapting to changes on the Allegro platform.
• Developing and optimizing processes to reduce unnecessary contacts and increase efficiency.
• Owning end-to-end quality and performance metrics and cost optimization across service channels.
• Implementing modern tools and innovations, including AI-driven solutions, via requirements, UAT, and go/no-go decisions.
• Fostering an engaging work environment, coaching and developing the support staff.

Job description

Allegro in Poznań is seeking a Delivery Experience leader to shape and execute area strategy, drive operational readiness, and optimize CX across service channels.

You will own key quality metrics, lead a team, and push AI-driven innovations to improve efficiency and customer satisfaction across the platform in Poland. Strong leadership and English fluency required; logistics expertise is a must.