Customer Operations Technical Lead

4 weeks ago

London, Greater London, United Kingdom InPost Ltd. Full time

We are seeking a highly skilled Customer Operations Technical Lead to join our Logistics team at InPost Ltd. This role will be responsible for all merchant and partner technical integrations to our services in the UK.

About the Role:

The Customer Operations Technical Lead will work closely with the Customer Operations Manager to support merchant onboarding by ensuring successful integrations and a high-quality checkout experience.

Key Responsibilities:

  • Support end-to-end onboarding of merchants and partners from introduction to launch and hypercare periods
  • Ensure all integrations are delivered to a high-quality standard and tested for launches
  • Lead discovery to identify technical requirements and deliver integrated solutions for merchants and partners
  • Work with product and tech teams on the design and development of new services for merchants, acting as the 'voice of the customer'
  • Communicate and manage transition for the rollout of new products and updates to our APIs to existing customers
  • Act as 'checkout expert' with a clear understanding of what drives CR% at checkout for an out-of-home delivery service
  • Serve as product authority within the Customer Operations team, Commercial team, and with customers
  • Establish strong working relationships with other teams across the business, including Product, Tech, and Logistics

Requirements:

  • A background in retail e-commerce and/or logistics is strongly preferred
  • Strong IT/technical understanding, including solid knowledge of basic APIs
  • A knowledge of Carrier Management Platforms such as Metapack, Scurri, Sorted, nShift, etc.
  • Some experience in project management or as a Business Analyst is desired
  • Very comfortable engaging cross-functionally to align goals and deliver joint outcomes
  • Very strong verbal and written communication skills, with the ability to distil information and concisely convey 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

Perks of the Job:

  • Enhanced Annual Leave – 26 Days Plus the Option to Buy Additional Days per year
  • Vitality Health Care
  • Work from Anywhere – 4 Weeks per year
  • Enhanced Parental Leave
  • Rail Discount
  • Volunteering Day
  • Hybrid Working (Role suitability dependent)
  • The Tech You Need
  • Bring Your Dog to Work Day (Every Friday)

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