Manager, Business Process Management

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? 

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  Defining, implementing, and optimizing Customer and Partner journeys within the Delivery area, ensuring seamless touchpoints from checkout to package receipt and returns.

  
  


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  Establishing CX quality standards for delivery services while continuously evaluating and optimizing existing logistics workflows to remove friction and enhance satisfaction.

  
  


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  Analyzing root causes of Customer and Partner inquiries to streamline delivery operations, significantly reducing support ticket volumes and contact rates for Customer Support teams.

  
  


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  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.

  
  


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  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.

  
  


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  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.

  
  


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  Translating Customer and Partner feedback, research, and support data into actionable process improvements and strategic delivery initiatives (e.g., Allegro Delivery).

  
  


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  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:

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  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.

  
  


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  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.

  
  


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  You possess at least 2 years of experience in leading and managing a multicultural team of process management or operational specialists.

  
  


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  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.

  
  


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  You are skilled in business process mapping, Customer Journey Mapping, and VoC (Voice of Customer) analysis.

  
  


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  You demonstrate a dynamic, proactive mindset with the ability to challenge the status quo and translate complex operational data into user-centric improvements.

  
  


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  You combine excellent presentation, communication, and storytelling skills with a proven ability to pitch CX initiatives and business cases to executive leadership.

  
  


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  You communicate fluently in English (C1 level).

  
  

What we offer: