Opis oferty:

Business Process Manager; Your main responsibilities: Build merchant and consumer support for all new initiatives related to Allegro Pay and finance processes. Manage the projects relating to Allegro Pay. Identify and remove frictions concerning payment processes for consumers and settlement processes for merchants. Design the solutions/processes that respond maximally to customer needs (low CR, high NPS) and recommend effective customer-centric solutions in collaboration with other business units and tech teams. Support projects representing CX and the voice of customers. Lead CX stream in cross-area and international projects. Implement new and adjust existing CX processes and procedures as a result of new or upgraded platform products or processes in coordination with different Business Units. Ensure continuous improvement of customer experience to eliminate customers’ and merchants’ frictions. Decrease the customer effort and cost of support (CR to merchant and CX).

Wymagania:

• You have practical experience in project management (in the area of customer experience/finance/banking).
• You have a proven ability to create positive customer experiences in customer support processes.
• You have experience in cooperation in an international environment.
• You have knowledge of Project Management tools: Jira, ClickUp, Excel.
• You have the desire and commitment to making changes and willingness to challenge the status quo.
• You have communication and interpersonal skills, including the ability to present arguments in favor of improving customer experience and to quickly build relationships with key stakeholders.
• You have the ability to work independently and organize the work of a project group.
• You have the ability to communicate freely in English (at least B2+/C1 level).

Dodatki i korzyści:

• Well-located offices (with fully equipped kitchens and bicycle parking facilities) and excellent working tools.
• 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).
• Work in a team you can always count on – we have onboard top-class specialists and experts in their areas of expertise.
• Training budget and an internal educational platform, MindUp (with training courses on work organization, means of communication, motivation to work and various technologies and substantive issues).
• English classes paid for by us and focused on the specifics of your work.