Hybrid CX Delivery Manager: End-to-End Customer Experience

Allegro Sp. z o.o.; Województwo mazowieckie; Híbrido; PLN 230.000 - 350.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Flexible working hours

Hybrid model

Annual bonus

Well-located offices

Fringe benefits (cafeteria plan)

English classes

Descripción de la vacante

Allegro Sp. z o.o. seeks a Manager, Business Process Management (CX Delivery) to shape and execute the end-to-end Customer Experience strategy within the Delivery area.

You will bridge operational delivery excellence with customer satisfaction and work with senior leadership to set experience standards across Buyers and Partners. Responsibilities include defining CX journeys, establishing quality standards, reducing ticket volumes, and owning delivery CX metrics.

Formación

• Proven experience in Customer Experience management with metric tracking (NPS/CSAT/CES/FCR).
• Operational background in CEP / Courier Logistics or Marketplace Delivery operations.
• Experience leading multicultural teams of process/operational specialists.

Responsabilidades

• Define, implement and optimize CX journeys within Delivery to ensure seamless touchpoints from checkout to delivery/returns.
• Set CX quality standards and continuously optimize logistics workflows for satisfaction.
• Analyze root causes of inquiries to reduce support volumes and contact rates.
• Own delivery-related CX metrics (NPS growth for partners, CSAT, CES, FCR, On-Time delivery perception).
• Lead, mentor and develop a multilingual team of CX BPMs and specialists.
• Bridge Delivery Ops, Customer Service, NPS/Research, Product/Tech; present insights to CX leadership.
• Translate feedback and data into actionable process improvements and delivery initiatives (e.g., Allegro Delivery).
• Identify opportunities for automation and workflow digitalization to scale operations.

Conocimientos

CX Delivery

NPS

CSAT

CES

FCR

Team Leadership

Stakeholder Mgmt

Process Mapping

VoC Analysis

English Fluency

Descripción del empleo

Allegro Sp. z o.o. seeks a Manager, Business Process Management (CX Delivery) to shape and execute the end-to-end Customer Experience strategy within the Delivery area.

You will bridge operational delivery excellence with customer satisfaction and work with senior leadership to set experience standards across Buyers and Partners. Responsibilities include defining CX journeys, establishing quality standards, reducing ticket volumes, and owning delivery CX metrics.