Customer Care Process Excellence Manager

Job not on LinkedIn

November 18

Apply Now

Receive Emails with Similar Jobs

InPost Group

WebsiteLinkedInAll Job Openings

eCommerce • Transport • Logistics

InPost Group is Europe's leading e-commerce enablement platform, specializing in out-of-home delivery services. Founded in 1999 by CEO Rafal Brzoska, InPost provides cost-effective and environmentally friendly delivery solutions through a robust network of Automated Parcel Machines (APMs) and courier services. The company also offers pick-up drop-off (PUDO) services, enhancing convenience and efficiency for e-commerce merchants across Europe. InPost is committed to sustainability, reducing carbon emissions significantly in its delivery processes. With operations in countries like Poland, France, Benelux, the UK, and Italy, InPost continues to expand its innovative technology solutions to drive long-term growth in the e-commerce sector.

10,000+ employees

🛍️ eCommerce

🚗 Transport

📋 Description

• 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.

🎯 Requirements

• 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.

🏖️ Benefits

• 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).