InPost Group

Customer Care Process Excellence Manager

InPost Group

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇵🇱 Poland

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Job Level

Mid-LevelSenior

Tech Stack

RPA

About the role

  • 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).

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
process improvementproject managementKPI analysisprocess automationAI solutionsRPALeanSix SigmaKaizenbudget management
Soft skills
team managementanalytical skillsknowledge sharingcontinuous improvementcommunicationleadershipcollaborationorganizational skillsproblem-solvingcustomer focus