Customer Care Process Excellence Manager

We are looking for a Customer Care Excellence Manager to lead strategic and operational initiatives that drive process improvement and innovation across the Groups Customer Care function. This role is pivotal in building a culture of continuous improvement optimizing service processes enhancing cost efficiency and leveraging automation and AI/RPA tools to deliver exceptional customer experiences.

Key Responsibilities

• Lead and manage a team of Process Improvement and Project Managers implementing initiatives across the Groups Customer Care operations.
• Develop and execute the Process Excellence strategy including mapping optimizing and automating customer processes across multiple markets.
• Monitor and analyze KPIs such as NPS CSAT FCR AHT to identify opportunities for optimization and automation.
• Manage project budgets and initiate cost-saving activities that deliver measurable impact at Group level.
• Oversee implementation of process automation tools (AI RPA chatbots voicebots) in collaboration with IT Data & AI and Operations teams.
• Promote knowledge sharing upskill project teams and foster a culture of continuous improvement.
• Standardize customer service processes across the Group to improve operational efficiency and customer satisfaction.

Qualifications :

• Minimum 3 years of experience in team management.
• Minimum 3 years of experience in leading and managing projects.
• Strong analytical skills with ability to monitor KPIs and report on process efficiency.
• Hands-on experience with AI-based solutions and process automation (RPA).
• Practical knowledge of continuous improvement methodologies (Lean Six Sigma Kaizen) in a customer service environment.
• Proven ability to manage budgets and deliver cost-saving projects at scale.

Nice to Have

• Familiarity with RPA BI tools and Customer Care support systems.
• Experience working in an international environment and matrix structure.

Additional Information :

What we offer:

• Work in an innovative technological company with an international reach which is a leader in the logistics industry in Poland.
• The opportunity to expand competencies and acquire new ones.
• Partnership cooperation which is our greatest value.
• A cafeteria system with the possibility to choose benefits you want to use (e.g. Multisport medical care store vouchers event tickets and much more).
• An e-learning platform with training in the form of videos magazines tasks and quizzes.
• An employee referral program.
• The opportunity to participate in employee initiatives such as InPost InHelp volunteering Szlachetna Paczka or sports events (e.g. relay races).

Remote Work :

Yes

Employment Type :

Full-time