Customer Care Process Excellence Expert

About the role 

We are looking for a Process Improvement Manager to join our Customer Care Excellence team and drive operational efficiency across our international Customer Care operations. 

In this role, you will focus on optimizing and automating customer service processes, implementing innovative technologies (including AI and RPA), and delivering scalable solutions across markets. You will collaborate closely with Customer Care, IT, Data & AI, Marketing, and Operations teams to identify improvement opportunities and implement impactful initiatives. 

What you’ll do 

• Lead process improvement and automation initiatives within Customer Care. 

• Map, analyze, and optimize customer service processes to increase efficiency and service quality. 

• Implement AI and RPA solutions to automate routine tasks and enhance operational performance. 

• Define and monitor Customer Care KPIs (e.g., AHT, NPS, CSAT, FCR) and use data to drive improvements. 

• Collaborate with IT and Data teams on system integrations and new technology implementations. 

• Gather and document business and system requirements and support IT delivery (UAT, rollout, change management). 

• Coordinate cross-functional projects with stakeholders across the organization. 

What we’re looking for 

• Experience in project management, process improvement, or operational excellence. 

• Experience working in a Customer Service environment. 

• Experience analyzing KPIs and operational data to identify improvement opportunities. 

• Knowledge of Lean, Six Sigma, or Kaizen methodologies. 

• Experience working with cross-functional teams including IT. 

• Understanding of system integrations and APIs (REST/SOAP). 

• English – min. B2. 

Nice to have 

• Experience implementing AI or RPA solutions. 

• Experience documenting business and system requirements.