Your main responsibilities: 

• Managing and establishing the vision and strategy for the development, product and IT services team in the area of CX Technology: 
• Contact center - ensuring scalable and efficient tech environment for Contact center consultants and leaders as well as smooth contact options for Customers
• Survey management - ensuring the possibilities to get Customer feedback anyplace (web, mweb, mobile app) anytime for Contact center and UX purposes
• CX Automation - ensure scalability and efficiency of the support for Customers by variety of automations - chatbots, mailbots, auto-replies - AI/ML based solutions incl. Generative AI.
• Trust & Safety) - ensure the trusted and safe environment by providing the solutions for offer verification and any-frauds.
• Identifying and answering the key needs of Allegro buyers, sellers and employees in the CX Tech context.
• Defining systems and products development roadmap to meet consumer needs and delivering KPIs
• Be accountable for various of projects and programs in the area and roadmap execution
• Ensure system’s SLA and manage technical dept
• Operationally managing your Unit (including managing a budget and making forecasts, business performance management, executing a recruitment plan)
• Building and executing a budget for the Unit
• Developing your people - Team Leaders and Managers
• Aligning with other business units to support key initiatives
• Cooperating with multiple vendors and system providers  
• Provide proper reporting up to the C-level executives eg. Business Cases, PR/FAQ documents

What we offer

• A hybrid work model. Well-located offices (with fully equipped kitchens and bicycle parking facilities) and excellent working tools (height-adjustable desks, 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
• Work in a team you can always count on – we have on board top-class specialists and experts in their areas of expertise
• Team tourism and an internal educational platform, MindUp (with training courses on work organization, means of communication, motivation to work and various technologies and substantive issues)
• If you want to learn more,  check it out for yourself

We are looking for people with:

• In-depth experience within leading the comprehensive system, products and maintenance for the CX related processes eg. Contact center systems implementation and support, Trust & Safety products development
• Experience in leading other leaders/managers
• Experience in leading the agile teams
• Practical knowledge of ITIL processes
• Drive and a willingness to take ownership for bold decisions
• An ability to think strategically
• Strong analytical skills, data and performance focus 
• Strong operational efficiency, effectiveness, process thinking 
• A senior manager able to lead and develop a operationally crucial and fast changing area
• The ability to work in a large organization and effectively collaborate across departments
• The ability to collaborate with diverse stakeholders and partners
• The ability to manage vendor relations
• Effective, highly communicative oral and written skills 
• Excellent written and spoken English

Send in your CV and see why it is #dobrzetubyć (#goodtobehere)