Senior Manager, Consumer Experience

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

Your main responsibilities:

• Shaping and executing the area's strategy, operational plans, and budget, with a strong focus on building exceptional customer experiences in Delivery Experience.
• Ensuring full operational readiness of the team for rolling out new features and adapting to dynamic changes on the Allegro platform.
• Developing and optimizing processes by identifying and eliminating pain points, resulting in a continuous reduction of unnecessary contacts and increased efficiency.
• Holding end-to-end accountability for key quality and performance metrics (Main CX KPIs), as well as cost optimization across all service channels.
• Implementing modern tools and innovations, including AI-driven solutions, by defining requirements, conducting UAT testing, and making go/no-go decisions.
• Fostering an engaging work environment, motivating the team, and continuously developing the competencies of support staff.
• Driving the delivery experience to the highest standard as a leader with deep expertise in this domain.

This is the right job for you if:

• You have deep expertise and experience in building and managing Delivery Experience processes.
• You are a leader with a solid understanding of e-commerce logistics and a proven ability to translate it into exceptional customer experiences.
• You have a track record of success in managing large-scale operations and driving continuous optimization of logistics and service processes.
• You demonstrate strong strategic thinking regarding Delivery Experience within the CX context, bridging operations with modern technology and automation.
• You bring experience in omnichannel service environments.
• You have hands‑on process management experience and excellent knowledge of modern process optimization methodologies.
• You are well‑versed in customer service KPIs (e.g., ASA, NPS, FCR).
• You view the organization through a process‑oriented lens, always focusing on finding solutions rather than excuses to meet the needs of partners and internal stakeholders.
• You are familiar with CRM and WFM systems.
• You possess strong analytical skills (working with data) and organizational abilities, including effective self‑management.
• You take initiative and maintain a proactive approach to assigned tasks.
• You model high standards of professional etiquette and interpersonal competence.
• You are collaboration‑minded and skilled at engaging and inspiring others.
• You adapt easily to changing conditions and embrace change.
• You communicate fluently in English.

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.