Head of CX Quality & Development — Scale Customer Impact

Allegro; Poznań; On-site; PLN 180,000 - 300,000; Full time

Benefits offered by this job

English classes

Training budget

Volunteer day

Company events

Cafeteria benefits

Medical insurance

Job summary

Allegro is seeking a Manager, CX Quality & Development to drive customer experience standards at scale. You will translate CX metrics into business success, lead quality, training and analytics teams, and push for process automation to improve service quality and efficiency across the organization.

The role focuses on building a customer-centric culture, defining long- and short-term operational plans, and delivering measurable improvements in CX metrics while collaborating with cross-functional

Qualifications

• Experience in CX and Quality with track record of boosting service standards.
• Ability to translate CX metrics into KPI targets (NPS, FCR, Efficiency).
• Experience coordinating cross-functional teams across training, analytics and QA.
• Familiarity with automation in CX processes and tools.
• Strong analytical thinking to diagnose root causes and implement corrective actions.
• Proven ability to lead change and build a customer-centric organization.

Responsibilities

• Strategy & Development: prepare long- and short-term plans for Quality & Development based on a defined strategy.
• Standards & Optimization: define service standards and monitoring processes to improve CX quality.
• CX Project Management: lead projects improving customer service quality and efficiency.
• Leadership & Oversight: manage teams for quality monitoring, training, analytics, calibration, and shadowing.
• Process Automation: implement and develop tools to automate training and development processes.
• Leader Support: assess operational leaders and identify root causes of dissatisfaction.
• Organizational Culture: foster continuous improvement via problem-cause-solution approach and Voice of the Customer.

Skills

CX leadership

Quality metrics

Team management

Automation tools

Data analytics

Root cause analysis

Job description

Allegro is seeking a Manager, CX Quality & Development to drive customer experience standards at scale. You will translate CX metrics into business success, lead quality, training and analytics teams, and push for process automation to improve service quality and efficiency across the organization.

The role focuses on building a customer-centric culture, defining long- and short-term operational plans, and delivering measurable improvements in CX metrics while collaborating with cross-functional