Customer Care Process Excellence Manager
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. We constantly expand our service portfolio with new solutions such as InPost Fresh, Fulfillment, and InPost Pay, making life easier for millions of our customers.
Working at InPost Group means collaborating with the best leaders in an international environment. We operate under the brands InPost and Mondial Relay across Europe, including Poland, France, Great Britain, Spain, Portugal, Italy, and the Benelux countries. We are innovative, proactive, and focused on delivering business results.
We value diversity and inclusion, ensuring that all employees and management reflect a broad range of backgrounds, genders, nationalities, cultures, and generations.
Job Description
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. The role builds a culture of continuous improvement, optimizes service processes, enhances cost efficiency, and leverages 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, and 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 the 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.
Benefits
- Work in an innovative technological company with an international reach, a leader in the logistics industry in Poland.
- The opportunity to expand competencies and acquire new ones.
- Partnership cooperation, which is our greatest value.
- An employee cafeteria system with the possibility to choose benefits such as Multisport, medical care, store vouchers, event tickets, and much more.
- An e‑learning platform with training 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).
Seniority level
Employment type
Job function
Industries
- Transportation, Logistics, Supply Chain and Storage
