We are looking for a Customer Care Excellence Manager to lead strategic and operational initiatives that drive process improvement and innovation across the Group’s 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 Group’s 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.
- 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.
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).
