Overview

Operations & Customer Service Manager Jobs in Milan, Lombardy, Italy at Fortidia

Title: Operations & Customer Service Manager

Company: Fortidia

Location: Milan, Lombardy, Italy

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.


Main Responsibilities

:Leadership and Process Optimizatio

  • nTeam 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 Satisfacti

  • onCustomer Satisfaction: Supervise the ticketing system, ensuring timely and effective responses to operational and administrative requests from the sales network and end customer
  • s.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 action

s.
Communication, Education and Train

  • ingInformation Flow: Manage the information flow to end customers and the sales network, ensuring the accurate distribution of new procedures, regulations, and commercial conditio
  • ns.Training Support & Enablement: Identify operational knowledge gaps and collaborate with the L&D department to develop technical content, guidelines, and procedures for the network and final custome

rs.
Carrier Management and Financial Sustainabi

  • lityCarrier Management: Coordinate relationships with partner carriers, monitor market variations and supervise technical and administrative ta
  • sks.Credit Collection: Monitor the credit standing of the network's entrepreneurs and analyze trends in incoming administrative requests. Intervene directly in the most complex cases that require a strategic evaluation and commercial alignment with sa
  • les.Analysis and Reporting: Produce periodic analyses on the performance of the Operations team, providing strategic insights to managem

ent.
Requirements and Qualificat

  • ions:Consolidated experience (minimum 5 years) in operational and leadership roles, preferably in the logistics, shipping, or franchising network se
  • ctor.Strong proficiency in Excel, management systems, and ticketing platforms, combined with a solid ability to analyze and interpret operational and financial
  • KPIs.Deep knowledge of major national and international carr
  • iers.Excellent team management and motivational sk
  • ills.Excellent communication and presentation skills, with the ability to conduct webinars and translate complex technical concepts into simple operational guidel
  • ines.Strong problem-solving, mediation, and active listening skills, with a demonstrated ability to manage complex projects independently and with high attention to de
  • tail.Fluency in Italian and a good working knowledge of Eng
  • lish.Collaborative spirit, with appreciation of diverse perspect
  • ives.Bold, passionate, tenacious and curious mindset, not afraid to explore new ideas and challenge the status quo in pursuit of better solut

ions.
What we

  • offerA vibrant international environment in a continuously growing company with many professional and personal development opportun
  • ities.Extensive training and development opportunities within the
  • group.A multicultural organizational structure and

team.
Compe

nsation€ 50.000–€ 60.000 total

packageFinal compensation will depend on experience, skills, and internal equity criteria aligned with our compensation fra

mework.
About

FortidiaFortidia is the brand identity of MBE Worldwide S.p.A. – 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. (outside the U.S. and Canada.), World Options, PACK & SEND, PostNet, ParcelValue, Spedingo, GEL Proximity, AlphaGraphics, Kwik Kopy Australia, Multicopy, and Print Speak. 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 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 an

d skills.We are committed to creating an inclusive hiring process. If you have specific needs or require adjustments during the recruitment process, please let

us know.
For more information, visit the Fortidia Group

websites:fortidia.com – mbeglobal.com – mbe.it – mbe.es – mbe.de – mbefrance.fr – mbe.pl – mbe.pt – mbe.co.uk – worldoptions.com – packsend.com.au – packsend.co.uk – postnet.com – parcelvalue.eu – speding

o.com/en -gelproximity.com/en – alphagraphics.com – kwikkopy.com.au – multicopy.nl – prints

peak.com –

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