Operations & Customer Service Manager
For our Headquarters in Milan, we are looking for an Operations & Customer Service Manager who will join the Fortidia Italy team and serve as the strategic point of contact between the sales networks of both Mail Boxes Etc. and ParcelValue and their respective Operations Departments. The successful candidate will be responsible for coordinating all operational activities, ensuring process efficiency, managing relationships with franchisees, corporate customers, and partner carriers, and fostering cross-brand synergies while aligning operational guidelines with sales objectives.
Team Management : Coordinate and supervise the Operations teams based in Milan and Chiasso, defining daily activities and monitoring performance through KPIs and dedicated reporting Operational Efficiency : Develop synergies between the Operations Departments of the Mail Boxes Etc. and ParcelValue brands, implementing optimized operational processes . Support and Customer Satisfaction Customer Satisfaction : Supervise the ticketing system, ensuring timely and effective responses to operational and administrative requests from the sales network and end customer Network & Customers Support : Act as the main interface for customers and network entrepreneurs. Manage highly complex operational issues and collaborate closely with the sales network to resolve critical escalations, balance operational constraints with business needs, and agree on joint commercial actions.
Communication, Education and Training Information Flow : Manage the information flow to end customers and the sales network, ensuring the accurate distribution of new procedures, regulations, and commercial conditions Training Support & Enableme nt: Identify operational knowledge gaps and collaborate with the L&D; department to develop technical content, guidelines, and procedures for the network and final customers.
Carrier
Management and Financial Sustainability Coordinate relationships with partner carriers,
monitor market variations and supervise technical and administrative tasks. Intervene directly in the most complex cases that require a strategic evaluation and commercial alignment with sales Analysis and Reporting : Produce periodic analyses on the performance of the Operations team, providing strategic insights to management Consolidated experience (minimum 5 years) in operational and leadership roles, preferably in the logistics, shipping, or franchising network sector Strong proficiency in Excel, management systems, and ticketing platforms, combined with a solid ability to analyze and interpret operational and financial KPSI Deep knowledge of major national and international carriers Excellent team management and motivational skills Strong problem-solving, mediation, and active listening skills, with a demonstrated ability to manage complex projects independently and with high attention to detail. Fluency in Italian and a good working knowledge of English Bold, passionate, tenacious and curious mindset, not afraid to explore new ideas and challenge the status quo in pursuit of better solutions.
A vibrant international environment in a continuously growing company with many professional and personal development opportuties. Extensive training and development opportunities within the group Final compensation will depend on experience, skills, and internal equity criteria aligned with our compensation framework. a company headquartered in Italy - and its affiliates. Fortidia is a global commerce enabler for MSMEs and consumers thanks to its platform including brands providing shipping, fulfillment, logistics, marketing and print solutions: Mail Boxes Etc. (In 2024, its platform - including 3,200+ Business Solutions Centers in 57 countries with over 14,000 associates - served 850,000 business customers worldwide generating €1.45 bln (US$1.65 bln) of System-wide Gross Revenue.
We believe that talent, expertise, empathy and ambition drive our success, and we base hiring decisions solely on candidate experience an com/en -gelproximity.com/en - alphagraphics.
Team Management : Coordinate and supervise the Operations teams based in Milan and Chiasso, defining daily activities and monitoring performance through KPIs and dedicated reporting Operational Efficiency : Develop synergies between the Operations Departments of the Mail Boxes Etc. and ParcelValue brands, implementing optimized operational processes . Support and Customer Satisfaction Customer Satisfaction : Supervise the ticketing system, ensuring timely and effective responses to operational and administrative requests from the sales network and end customer Network & Customers Support : Act as the main interface for customers and network entrepreneurs. Manage highly complex operational issues and collaborate closely with the sales network to resolve critical escalations, balance operational constraints with business needs, and agree on joint commercial actions.
Communication, Education and Training Information Flow : Manage the information flow to end customers and the sales network, ensuring the accurate distribution of new procedures, regulations, and commercial conditions Training Support & Enableme nt: Identify operational knowledge gaps and collaborate with the L&D; department to develop technical content, guidelines, and procedures for the network and final customers.
Carrier
Management and Financial Sustainability Coordinate relationships with partner carriers,
monitor market variations and supervise technical and administrative tasks. Intervene directly in the most complex cases that require a strategic evaluation and commercial alignment with sales Analysis and Reporting : Produce periodic analyses on the performance of the Operations team, providing strategic insights to management Consolidated experience (minimum 5 years) in operational and leadership roles, preferably in the logistics, shipping, or franchising network sector Strong proficiency in Excel, management systems, and ticketing platforms, combined with a solid ability to analyze and interpret operational and financial KPSI Deep knowledge of major national and international carriers Excellent team management and motivational skills Strong problem-solving, mediation, and active listening skills, with a demonstrated ability to manage complex projects independently and with high attention to detail. Fluency in Italian and a good working knowledge of English Bold, passionate, tenacious and curious mindset, not afraid to explore new ideas and challenge the status quo in pursuit of better solutions.
A vibrant international environment in a continuously growing company with many professional and personal development opportuties. Extensive training and development opportunities within the group Final compensation will depend on experience, skills, and internal equity criteria aligned with our compensation framework. a company headquartered in Italy - and its affiliates. Fortidia is a global commerce enabler for MSMEs and consumers thanks to its platform including brands providing shipping, fulfillment, logistics, marketing and print solutions: Mail Boxes Etc. (In 2024, its platform - including 3,200+ Business Solutions Centers in 57 countries with over 14,000 associates - served 850,000 business customers worldwide generating €1.45 bln (US$1.65 bln) of System-wide Gross Revenue.
We believe that talent, expertise, empathy and ambition drive our success, and we base hiring decisions solely on candidate experience an com/en -gelproximity.com/en - alphagraphics.