Business Process Manager

Your main responsibilities:

- Optimizing existing and new processes on dedicated part of customer journey: delivery on Allegro platform;

- Decreasing customers effort with contact avoidance approach (Contact Rate);

- Increasing efficiency in problem solving and providing self service and automated solutions;

- Building the service processes ensuring the Customer problem resolution during one interaction (First Contact Resolution);

- Increasing Customers satisfaction after contact with CX;

- Monitoring potential bottlenecks and react with the appropriate procedures and improvement plan;

- Leading project across Transportation, Tech DEX and CX;

- Delivering project plan according to agreed resources and achieving assumed KPIs;

- Coordinating implementation of new solutions built in the project into CX operations: knowledge base content, tools supporting positive and negative scenarios, trainings, testing, KPI reporting;

- Managing the logistic claims process.

We are looking for people who: 

- Have practical experience in project management (in the area of customer experience/ carrier/ marketplace) - minimum 2 years;

- Have knowledge of logistics processes at the marketplace;

- Have knowledge of logistics processes at carrier;

- Have proven process mapping skills;

- Have experience in cooperation in an international environment;

- Have knowledge of Project Management tools: Jira, ClickUp, Excel;

- Have desire and commitment to make changes and willingness to challenge the status quo;

- Have communication and interpersonal skills, including the ability to present arguments in favor improving customer experience and to quickly build relationships with key stakeholders;

- Have ability to work independently and organize work of project group;

- Have ability to communicate freely in English (at least B2/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.

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

#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.

- 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.

Send us your CV and… see you at Allegro!