Product & Engineering Senior Manager (Customer Experience Technology)

<h3>Job Description</h3><p><strong>Your main responsibilities: </strong></p><ul><li>Managing and establishing the vision and strategy for the development, product and IT services team in the area of CX Technology: </li></ul><ol><li>Contact center - ensuring scalable and efficient tech environment for Contact center consultants and leaders as well as smooth contact options for Customers</li><li>Survey management - ensuring the possibilities to get Customer feedback anyplace (web, mweb, mobile app) anytime for Contact center and UX purposes</li><li>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.</li><li>Trust &amp; Safety) - ensure the trusted and safe environment by providing the solutions for offer verification and any-frauds.</li></ol><ul><li>Identifying and answering the key needs of Allegro buyers, sellers and employees in the CX Tech context.</li><li>Defining systems and products development roadmap to meet consumer needs and delivering KPIs</li><li>Be accountable for various of projects and programs in the area and roadmap execution</li><li>Ensure system’s SLA and manage technical dept</li><li>Operationally managing your Unit (including managing a budget and making forecasts, business performance management, executing a recruitment plan)</li><li>Building and executing a budget for the Unit</li><li>Developing your people - Team Leaders and Managers</li><li>Aligning with other business units to support key initiatives</li><li>Cooperating with multiple vendors and system providers  </li><li>Provide proper reporting up to the C-level executives eg. Business Cases, PR/FAQ documents</li></ul><p><strong>What we offer</strong></p><ul><li>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)</li><li>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)</li><li>English classes that we pay for related to the specific nature of your job</li><li>Work in a team you can always count on – we have on board top-class specialists and experts in their areas of expertise</li><li>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)</li><li>If you want to learn more,  <a href="http://jobs.allegro.eu/en/benefits"><u>check it out for yourself</u></a></li></ul><p><strong>We are looking for people with:</strong></p><ul><li>In-depth experience within leading the comprehensive system, products and maintenance for the CX related processes eg. Contact center systems implementation and support, Trust &amp; Safety products development</li><li>Experience in leading other leaders/managers</li><li>Experience in leading the agile teams</li><li>Practical knowledge of ITIL processes</li><li>Drive and a willingness to take ownership for bold decisions</li><li>An ability to think strategically</li><li>Strong analytical skills, data and performance focus </li><li>Strong operational efficiency, effectiveness, process thinking </li><li>A senior manager able to lead and develop a operationally crucial and fast changing area</li><li>The ability to work in a large organization and effectively collaborate across departments</li><li>The ability to collaborate with diverse stakeholders and partners</li><li>The ability to manage vendor relations</li><li>Effective, highly communicative oral and written skills </li><li>Excellent written and spoken English</li></ul><p><strong>Send in your CV and see why it is #dobrzetubyć (#goodtobehere)</strong></p>