Senior Manager, Consumer Experience (E-commerce)

Location: Poznań, Poland

Company

hirify.global operates one of Poland’s largest e-commerce platforms, serving millions of customers and connecting buyers and sellers.

What you will do

• Develop and execute the Consumer Experience strategy, operational plans, and budget in alignment with the company-wide CX strategy.
• Ensure operational and service readiness for changes affecting customers and partners.
• Optimize customer service processes, eliminate pain points, and reduce contact volume across support channels, including automated and self-service options.
• Own operational performance across customer support, including quality, cost efficiency, and operational effectiveness.
• Define business requirements for modern customer support tools, including AI-based solutions; coordinate UAT and monitor rollouts through go/no-go decisions.
• Build an engaging work environment and develop customer service team competencies and career paths.

Requirements

• Several years of experience managing omnichannel customer service and Customer Experience at e-commerce scale.
• Excellent understanding of the hirify.global platform from both buyer and seller perspectives, with deep knowledge of e-commerce market trends and mechanics.
• Strong analytical skills and experience with operational and financial data, including planning, budget management, and cost optimization.
• Practical knowledge of customer service KPIs, including NPS, CSAT, FCR, ASA, and cost per contact.
• Experience optimizing business and operational processes and eliminating process pain points.
• Practical knowledge of CRM systems, WFM tools, process automation, and AI solutions supporting CX.
• Charismatic leadership skills, including building engaged teams, developing talent, and managing change in a dynamic environment.
• Fluent English at minimum B2/C1 level for collaboration in an international environment.
• Proactive approach, high professionalism, excellent interpersonal skills, collaboration, and focus on business goals.

Nice to have

• Knowledge of Lean, Six Sigma, or related process improvement methodologies.

Culture & Benefits

• Employee contract with well-equipped offices and ergonomic work tools.
• Non-wage benefits through a cafeteria system, including medical, sports, lunch, insurance, and shopping voucher packages.
• Company-paid English classes, a training budget, cross-functional learning opportunities, and an internal educational platform.
• One paid day off for volunteering and company events.
• Collaborative environment with knowledge sharing, access to specialists across business and technology areas, and opportunities to develop new competencies through high-impact e-commerce projects.

Hiring process

• Submit a CV to hirify.global.