Manager, Business Process Management

Allegro Sp. z o.o.; Województwo mazowieckie; Hybrid; PLN 230,000 - 350,000; Full time

Benefits offered by this job

Flexible working hours

Hybrid model

Annual bonus

Well-located offices

Fringe benefits (cafeteria plan)

English classes

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

CX Delivery

NPS

CSAT

CES

FCR

Team Leadership

Stakeholder Mgmt

Process Mapping

VoC Analysis

English Fluency

Job description

Your main responsibilities:

As a Manager, Business Process Management (CX Delivery) , you will play a pivotal role in shaping and executing the end-to-end Customer Experience strategy within the Delivery area. Bridging the gap between operational delivery excellence and customer satisfaction, you will drive initiatives that elevate the delivery experience for both Buyers and Partners . Operating in a highly cross-functional environment, you will work closely with Senior Leadership to set experience standards, optimize key logistics workflows, and directly influence strategic metrics across the entire ecosystem.

What will your job consist of?

• Defining, implementing, and optimizing Customer and Partner journeys within the Delivery area, ensuring seamless touchpoints from checkout to package receipt and returns.
• Establishing CX quality standards for delivery services while continuously evaluating and optimizing existing logistics workflows to remove friction and enhance satisfaction.
• Analyzing root causes of Customer and Partner inquiries to streamline delivery operations, significantly reducing support ticket volumes and contact rates for Customer Support teams.
• Taking ownership of key delivery-related CX metrics—including NPS (specifically driving Partner NPS growth), CSAT, CES (Customer Effort Score), First Contact Resolution (FCR), and On-Time Delivery perception.
• Leading, mentoring, and developing a high-performing multilanguage team of CX Business Process Managers and Specialists, fostering a culture of innovation, data-driven decision-making, and continuous improvement.
• Acting as the strategic bridge between Delivery Operations, Customer Service, NPS/Research, and Product/Tech teams, as well as regularly presenting insights and business cases to CX Senior Management.
• Translating Customer and Partner feedback, research, and support data into actionable process improvements and strategic delivery initiatives (e.g., Allegro Delivery).
• Identifying opportunities for automation and workflow digitalization within delivery and support touchpoints to scale operations while elevating service quality.

This is the right job for you if:

• You have proven experience (min. 2–3 years) in Customer Experience management, with a strong background in tracking and driving metrics such as NPS, CSAT, CES, FCR, and Contact Rate reduction.
• You bring a solid operational background in CEP / Courier Logistics or Marketplace Delivery operations, with a deep understanding of end-to-end delivery ecosystem dynamics.
• You possess at least 2 years of experience in leading and managing a multicultural team of process management or operational specialists.
• You hold a strong track record in cross-functional stakeholder management, including experience in collaborating directly with Senior Executives, VPs, Customer Service, and Product teams.
• You are skilled in business process mapping, Customer Journey Mapping, and VoC (Voice of Customer) analysis.
• You demonstrate a dynamic, proactive mindset with the ability to challenge the status quo and translate complex operational data into user-centric improvements.
• You combine excellent presentation, communication, and storytelling skills with a proven ability to pitch CX initiatives and business cases to executive leadership.
• You communicate fluently in English (C1 level).

What we offer:

• Flexible working hours in a hybrid model (4/1) - our hours can start between 7:00 a.m. and 10:00 a.m. We also have 30 days of occasional remote work.
• Long term discretionary incentive plan based on Allegro.eu shares (restricted stock units).
• Annual bonus based on your annual performance and company results.
• Well-located offices (with e.g. fully equipped kitchens, bicycle parking, terraces full of greenery) and excellent work tools (e.g., raised desks, ergonomic chairs, interactive conference rooms).
• A wide selection of fringe benefits in a cafeteria plan - you choose what you like (e.g. medical, sports or lunch packages, insurance, purchase vouchers).
• English classes that we pay for related to the specific nature of your job.
• A training budget, inter-team tourism and an internal learning platform where you will find multiple trainings.
• An additional day off for volunteering, which you can use alone, with a team, or with a larger group of people connected by a common goal.
• Social events for Allegro people - Spin Kilometers, Family Day, Fat Thursday, and many other occasions we enjoy.

#goodtobehere means that:

• You will shape the future of e-commerce - creating innovative, pioneering solutions that set new market standards. We have over 21 million active buyers across 6 countries and collaborate with more than 164k Partners.
• You will join a team you can always count on - we have on board top-class specialists who have sharing knowledge, experience, and best practices in their DNA. Want to get to know them better? Listen to the Allegro Podcast (https://en.media.allegro.pl/).
• You will be part of a team that always aims to stay one step ahead of the market - we act quickly, dynamically, and at the highest level, because only then we can genuinely shape the future of e-commerce.
• You will build your own development path - with access to diverse business areas, large-scale international projects, internal mobility, inter-team tourism, and regular feedback from your manager, you will drive your growth.
• You will see that mistakes are opportunities to learn - we believe that no matter how well we execute, we can always get better.

And that's just the beginning! You can read more about the benefits here (https://jobs.allegro.eu/benefits/).