PMail Boxes Etc. (“MBE”), part of the Fortidia Group, is one of the world’s largest networks of Multi-service Centers owned and operated by independent entrepreneurs. We provide small and medium-sized enterprises and private customers with comprehensive e-commerce, logistics, shipping, marketing, and printing solutions. Through our extensive network of MBE Centers, we deliver tailored support to both individuals and businesses, with the goal of ensuring high-quality, highly personalized service for our clients. /ppbr / /ppThe strongOperations Ccustomer Service Manager /strong is the strategic point of contact between the network of centers and the headquarters. The resource will be responsible for coordinating all operational activities, managing relationships with franchisees and partner carriers. The main objective is to ensure process efficiency, the sustainability of the business model, and the adoption of corporate guidelines through direct and constant support to the network. /ppbr / /ppstrongMain Responsibilities: /strong /ppbr / /ppstrongLeadership and Process Optimization /strong /pullistrongTeam Management: /strong Coordinating and supervising the Operations team, defining daily activities, and monitoring performance through KPIs and dedicated reporting. /lilistrongOperational Efficiency: /strong Developing and implementing optimized operational processes to improve synergy between internal departments and centers across the territory. /li /ulpbr / /ppstrongSupport and Customer Satisfaction /strong /pullistrongCustomer Satisfaction: /strong Supervising the ticketing system, ensuring timely and effective responses to operational and administrative requests from the centers. /lilistrongNetwork Support: /strong Acting as the primary interface for network entrepreneurs, gathering business needs and correctly directing them within the organization. /li /ulpbr / /ppstrongCommunication, Education and Training /strong /pullistrongInformation Flow: /strong Managing the bidirectional information flow between headquarters and the network, ensuring the correct distribution of new procedures, rules, and commercial conditions. /lilistrongEnablement: /strong Designing and delivering webinars, training courses, and educational materials to support the operational effectiveness of affiliates. /li /ulpbr / /ppstrongCarrier Management and Financial Sustainability /strong /pullistrongCarrier Management: /strong Coordinating relationships with partner carriers, monitoring market variations, and supervising the technical/administrative management of shipping codes. /lilistrongCredit Collection: /strong Monitoring the network#39;s credit situation to protect the financial sustainability of the business model. /lilistrongAnalysis and Reporting: /strong Producing periodic analyses on the performance of the network and the team, providing strategic insights to management. /li /ulpbr / /ppstrongRequirements and Qualifications: /strong /pulliConsolidated experience (minimum 5 years) in operational and coordination roles, preferably in the logistics, shipping, or franchising network sector. /liliExcellent mastery of Excel and data interpretation skills (KPIs, operational and financial reporting). /liliFamiliarity with management systems and ticketing platforms. /liliKnowledge of major national and international carriers. /liliFluent in Italian and good working knowledge of English. /liliExcellent team management and motivation skills. /liliExperience in conducting webinars and presentations; ability to translate technical concepts into simple operational instructions. /liliAbility to work independently and manage complex projects with attention to detail. /liliStrong listening orientation, mediation skills among different stakeholders, and a sharp aptitude for problem-solving. /liliCollaborative spirit, with appreciation of diverse perspectives. /liliBold, passionate, tenacious and curious mindset, not afraid to explore new ideas and challenge the status quo in pursuit of better solutions. /li /ulpbr / /ppstrongWhat we offer /strong /pulliA vibrant international environment in a continuously growing company with many professional and personal development opportunities. /liliExtensive training and development opportunities within the group. /liliA multicultural organizational structure and team. /li /ulpbr / /ppbr / /ppWe are an equal opportunity employer. We believe that talent, expertise, empathy and ambition drive our success, and we base hiring decisions solely on candidate experience and skills. /ppWe are committed to creating an inclusive hiring process. If you have specific needs or require adjustments during the recruitment process, please let us know. /p