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 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).

InPost Group is an innovative European out of home deliveries company, revolutionizing the way parcels are delivered to customers. With operations across several countries, our network of intelligent lockers (Paczkomat®) provides customers with a fast, convenient, and secure delivery option. Additionally, we are constantly expanding our service portfolio and introducing new solutions, such as InPost Fresh, Fulfillment, and InPost Pay, making life easier for millions of our customers.

Working at our company means working among the best leaders in an international environment. As InPost Group, we operate under two brands, InPost and Mondial Relay, in the European market, including Poland, France, Great Britain, Spain, Portugal, Italy, and the Benelux countries. We are innovative, concrete, proactive, and, above all, focused on the business results of our actions.

We want to benefit from diverse cooperation as much as possible. For us, diversity means that our employees and management reflect different genders, nationalities, cultures, generations, ethnic groups, skills, and social backgrounds. Through fairness, we want to fully develop the potential of our talents and provide everyone with the same opportunities. Social inclusion is a complementary requirement to ensure that everyone feels seen and heard.

Originally posted on Himalayas