Customer Operations Technical Manager, InPost
More information about location
3 days a week in office (Great Titchfield Street, London)
Parcel locker service
Open for applications
Parcel locker service
101-200 employees
Open for applications
More information about location
3 days a week in office (Great Titchfield Street, London)
101-200 employees
Company mission
To switch up the status quo and become the UK’s leading out-of-home business. We’re bringing freedom to anyone with a parcel.
Role
Who you are
- This role requires a strong understanding of our products and APIs, leading discovery to identify technical requirements and deliver integrated solutions for our merchants and partners based on their needs
- We’re looking for people who are ready for a fast paced environment, get their kicks out of problem solving and can balance getting today's stuff done, whilst building for the future
- We’re looking for people with drive and natural curiosity – who want to do things differently. And do them brilliantly
- A background in retail e-commerce and or logistics is strongly preferred
- Strong IT/technical understanding- must have solid understanding of basic APIs
- A knowledge of Carrier Management Platforms such as Metapack, Scurri, Sorted, nShift etc
- Some experience in project management or as BA is desired
- Very comfortable engaging cross-functionally to align goals and deliver joint outcomes
- Very strong verbal and written communicator – able to distil information and concisely convey all critical points
- Strong problem diagnosis and creative problem-solving skills with the desire and ability to identify and help implement change
- Some experience working with teams in more than one European market
- A creative eye with an understanding of the impact of a good UX. Design experience would be beneficial for this, however not essential
What the job involves
- The Customer Operations Technical Lead will be responsible for all merchant and partner technical integrations to the InPost services in the UK
- Working closely with the Customer Operations Manager within the team, the Customer Operations Technical Lead will support with merchant onboarding by ensuring successful integrations and high-quality checkout experience
- The Customer Operations Technical Lead will also act as the ‘voice of the customer’ and assist the Product and Technical teams with the design and development of new products and services related to the merchant
- Success in this role is to support the (net) new number of merchants we are targeting over the next 18 – 24 months and the launch of new product solutions to deliver this
- Support successful end-to-end onboarding of merchants and partners from the point of being introduced, through the solution-design phase and execution, testing, launch and hypercare periods (post-go live)
- Ensure all integrations are delivered to a high-quality standard and appropriately tested for all launches
- Lead discovery to identify technical requirements and deliver integrated solutions for our merchants and partners based on their needs
- Work with product and tech teams on the design and development of new services for our merchants, acting as the ‘voice of the customer’ to ensure their needs are considered and in line with industry practices
- Responsible for communicating and managing transition for the role out of new products and updates to our APIs to our existing customers
- Act as ‘checkout expert’ with a clear understanding of what drives CR% at checkout for an out-of-home delivery service, various platform capabilities and the ability to mock-up a desired UX
- Serve as product authority both within the Customer Operations team, Commercial team and our customers, with a deep understanding of our existing integrations and APIs
- Establish strong working relationships with other teams across the business including Product, Tech & Logistics
- Build and maintain lasting relationships with our third-party partner platform providers e.g., MetaPack, ReBound, ZigZag, etc
- Recommend improvements to the user experience across products, working collaboratively with internal teams and collating feedback from retail clients
Salary benchmarks
Our take
One of the key friction points of modern e-commerce remains delivery. In addition to rising costs and the logistical challenges of next-day service, missed collections and deliveries cost UK e-commerce businesses more than £1.6b every year. For consumers, it's similarly frustrating to have to wait in for parcels all day – or frequently miss deliveries whilst out at work.
InPost is disrupting the logistics industry with a network of conveniently placed smart parcel lockers that enable consumers to easily receive and return packages from online retailers. It has already set up over 5000+ smart lockers, and partnered with 200+ leading retail partners like Vinted, ASOS & Zara.
InPost's appeal has soared in the after-effects of the pandemic, as the business has been able to offer completely contact-free deliveries and collections for consumers. It has capitalised on its success by completing several important acquisitions and partnerships with the likes of Vinted and Menzies in 2023. As the popularity of contact-free options appears to continue, InPost offers a well-established and feasible option.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Some candidates hear
back within 2 weeks
40% female employees
6% employee growth in 12 months
Glassdoor (3.1)
Trustpilot (4.6)
Company
Employee endorsements
Challenging work
"What makes InPost unique is the breadth, pace and challenge of the work, our vision and mission to shake up the logistics industry and our..."
Company benefits
- 🌟 Vitality Health Care: Stay healthy and happy with our top-notch health coverage.
- 💼 Home Office Set Up (Incl. Screen, Keyboard & Mouse): Work from home like a pro with our all-inclusive setup.
- 🌍 Volunteering Day: Make a difference in your community on our special day for giving back.
- 🌞 Enhanced Annual Leave – 26 Days: More time for you to relax, explore, and enjoy life.
- 🏡 Hybrid Working – 2 Days from Home (Role Dependent): Strike the perfect work-life balance with flexibility.
- 👶 Enhanced Parental Leave (Paternity & Maternity): We support you during those precious family moments.
- 🏙️ Modern London Office: Great Central Location in the Heart of Oxford Circus. Enjoy our vibrant workplace with snacks, tea, and coffee.
- 🐶 Bring Your Dog to Work Day (Every Friday): Make every Friday pawsitively amazing!
- 🚊 Rail Discount: Commute with ease! Purchase an annual season ticket, expense it through our InPost expenses procedure, and enjoy a 10% contribution from InPost, making your daily journey more affordable.
- 🌍 Work from Anywhere (up to 4 weeks per year): Embrace the freedom to work remotely abroad for up to 4 weeks per year, allowing you to explore new horizons while staying connected.
Company values
- One Team
- Rise to the Challenge
- Think Smart
- Own It
Company HQ
Fitzrovia, London, UK
Articles
Leadership
Neil Kuschel
(CEO)Rafal Brzoska
(Founder)Diversity, Equity & Inclusion at InPost
- At InPost, we love uniqueness. Our strength is our people. We strive to create an open, equal, inclusive environment in which everyone has the opportunity to flourish and be themselves.
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