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.
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
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Support and Customer Satisfacti
onCustomer Satisfactio n: Supervise the ticketing system, ensuring timely and effective responses to operational and administrative requests from the sales network and end customer
Network & Customers Suppor t: 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
Communication, Education and Train
ingInformation Fl ow: Manage the information flow to end customers and the sales network, ensuring the accurate distribution of new procedures, regulations, and commercial conditio
Training Support & Enableme nt: Identify operational knowledge gaps and collaborate with the L&D; department to develop technical content, guidelines, and procedures for the network and final custome
Carrier Management and Financial Sustainabi




Coordinate relationships with partner carriers, monitor market variations and supervise technical and administrative ta
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
Analysis and Report ing: Produce periodic analyses on the performance of the Operations team, providing strategic insights to managem
Consolidated experience (minimum 5 years) in operational and leadership roles, preferably in the logistics, shipping, or franchising network se
Strong proficiency in Excel, management systems, and ticketing platforms, combined with a solid ability to analyze and interpret operational and financial
Excellent team management and motivational sk
Strong problem-solving, mediation, and active listening skills, with a demonstrated ability to manage complex projects independently and with high attention to de
Fluency in Italian and a good working knowledge of Eng
Extensive training and development opportunities within the
FortidiaFortidia is the brand identity of MBE Worldwide S.p.A. - Fortidia is a global commerce enabler for MSMEs and consumers thanks to its platform including brands providing shipping, fulfillment, logistics, marketing and print solutions: outside the U.World Options, PACK & SEND, PostNet, ParcelValue, Spedingo, GEL Proximity, AlphaGraphics, Kwik Kopy Australia, Multicopy, and Print Speak.
In ****, 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
We believe that talent, expertise, empathy and ambition drive our success, and we base hiring decisions solely on candidate experience an
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📌 Operations & Customer Service Manager (Milano)
🏢 Fortidia
📍 Milano