Mail 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. The Operations & Ccustomer Service Manager 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. Main Responsibilities: Leadership and Process Optimization Team Management: Coordinating and supervising the Operations team, defining daily activities, and monitoring performance through KPIs and dedicated reporting. Operational Efficiency: Developing and implementing optimized operational processes to improve synergy between internal departments and centers across the territory. Support and Customer Satisfaction Customer Satisfaction: Supervising the ticketing system, ensuring timely and effective responses to operational and administrative requests from the centers. Network Support: Acting as the primary interface for network entrepreneurs, gathering business needs and correctly directing them within the organization. Communication, Education and Training Information Flow: Managing the bidirectional information flow between headquarters and the network, ensuring the correct distribution of new procedures, rules, and commercial conditions. Enablement: Designing and delivering webinars, training courses, and educational materials to support the operational effectiveness of affiliates. Carrier Management and Financial Sustainability Carrier Management: Coordinating relationships with partner carriers, monitoring market variations, and supervising the technical/administrative management of shipping codes. Credit Collection: Monitoring the network's credit situation to protect the financial sustainability of the business model. Analysis and Reporting: Producing periodic analyses on the performance of the network and the team, providing strategic insights to management. Requirements and Qualifications: Consolidated experience (minimum 5 years) in operational and coordination roles, preferably in the logistics, shipping, or franchising network sector. Excellent mastery of Excel and data interpretation skills (KPIs, operational and financial reporting). Familiarity with management systems and ticketing platforms. Knowledge of major national and international carriers. Fluent in Italian and good working knowledge of English. Excellent team management and motivation skills. Experience in conducting webinars and presentations; ability to translate technical concepts into simple operational instructions. Ability to work independently and manage complex projects with attention to detail. Strong listening orientation, mediation skills among different stakeholders, and a sharp aptitude for problem-solving. Collaborative spirit, with appreciation of diverse perspectives. Bold, passionate, tenacious and curious mindset, not afraid to explore new ideas and challenge the status quo in pursuit of better solutions. What we offer A vibrant international environment in a continuously growing company with many professional and personal development opportunities. Extensive training and development opportunities within the group. A multicultural organizational structure and team. 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 and 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.