Manager, CX Quality & Development

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

Are you ready to shape customer experience standards at a scale that impacts millions of users every day?

We are looking for a proven leader to join us as a Manager, CX Quality & Development!

If you know how to translate CX metrics into business success, thrive on process automation, and have a track record of leading quality, training, and analytics teams - we want to hear from you. We’re looking for a change agent who lives the problem-cause-solution approach and builds a truly customer-centric organization.

Your main responsibilities:

• Strategy & Development: Creating operational plans (long-term and short-term) for Quality & Development teams based on a jointly defined strategy.
• Standards & Optimization: Defining and implementing customer service standards, as well as processes for monitoring and enhancing quality within the CX area.
• CX Project Management: Leading key operational projects aimed at driving measurable improvements in customer service quality and efficiency.
• Leadership & Oversight: Managing teams responsible for quality monitoring, training, analytics, calibration, and work shadowing.
• Process Automation: Implementing, supervising, and developing tools to automate training and development processes.
• Leader Support: Evaluating the performance of operational leaders regarding effective advisor monitoring and identifying the root causes of customer dissatisfaction.
• Organizational Culture: Building a culture of continuous improvement using the problem-cause-solution methodology and promoting a Voice of the Customer approach across all business decisions.

This is the right job for you if you:

• Have experience in CX and Quality: Supported by a proven track record of defining service standards and executing projects that boost quality and efficiency.
• Are fluent in CX metrics: Can effectively translate quality initiatives into achieving KPI targets (NPS, FCR, Efficiency, Contact Rate).
• Have team management experience: Can coordinate and motivate cross-functional teams (spanning training, analytics, quality monitoring, and calibration).
• Are familiar with modern tools and automation: Possess practical knowledge of contact and process automation in CX.
• Are strong analytical thinkers: Can accurately diagnose root causes and smoothly execute corrective actions.
• Are leaders of change: Promote a proactive mindset, rely on the problem-cause-solution approach, and can effectively build a customer-centric organization.

What we offer:

• Greatly located offices (e.g., with well-equipped kitchens, bicycle parking) and excellent work tools (e.g., height-adjustable desks, ergonomic chairs, interactive conference rooms).
• A wide package of non-wage benefits in a cafeteria system - you decide what you use (we have, for example, medical, sports, and lunch packages, insurance, shopping vouchers).
• English classes paid for by us.
• A training budget, inter-team collaboration opportunities (cross-functional training), and an internal educational platform with training on various topics.
• A day off for volunteering, which you can use alone, with a team, or with a larger group of people connected by a common goal.
• Company special events - Spin Kilometers, Family Day, Fat Thursday and many other occasions that we celebrate.

And that's just the beginning! You can read more about the benefits here

#goodtobehere means that:

• You will join a team you can rely on - we work with great specialists who sharing knowledge and experience have in their DNA.
• You will deliver top-quality projects that have a real impact on millions of customers. Quality is a priority for us (confirmed, for example, by the Service Quality Star Award), and your work will directly shape the experience of the largest e-commerce platform in Poland.
• You will work in an environment where the pace of business development provides plenty of opportunities for quickly acquiring new, unique competencies and solving challenges you won't find anywhere else.
• You will have daily contact with experts from various business and technology areas to deliver the best solutions that exceed the expectations of millions of customers.