Customer Operations Technical Manager

at  InPost UK

Want to be part of a hyper growth, fast paced, global business that is radically changing the decades old delivery universe as we know it? If so, read on, as we’re looking for a Customer Operations Technical Manager to join our Logistics team!
Our mission? To switch up the status quo and become the UK’s leading out-of-home business. With a fast-growing network of thousands of smart lockers, hundreds of leading retail partners and the launch of our InPost collection points, we’re bringing freedom to anyone with a parcel.
On our path to transforming e-commerce delivery in the UK, we’re building an unparalleled group of talent that’s hungry to help us disrupt the industry (find our 2023 annual report here). Our team is packed full of top-notch experts in e-commerce, technology, scale-up growth, sustainability, logistics and supply-chain. We’re a passionate bunch and expectations are high, but we’re team players – collaborating, supporting, and leaving egos at the door.

WHAT WE NEED FROM YOU:

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.

ABOUT THE ROLE:

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.
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.
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.

WHAT YOU’LL BE DOING:

• 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

HYBRID WORKING (ROLE SUITABILITY DEPENDENT)

We innovate, collaborate and optimise by coming together 3 days per week in the office