Senior Manager, Delivery Experience

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.

• Send us your CV and… see you at Allegro!

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.

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.