Full-Time Customer Care Process Excellence Manager
InPost is hiring a remote Full-Time Customer Care Process Excellence Manager. The career level for this job opening is Manager and is accepting Kraków, Poland based applicants remotely. Read complete job description before applying.
InPost
Job Title
Customer Care Process Excellence Manager
Posted
Career Level
Full-Time
Career Level
Manager
Locations Accepted
Kraków, Poland
Share
Job Details
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 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.
Nice to Have
- Familiarity with RPA, BI tools, and Customer Care support systems.
- Experience working in an international environment and matrix structure.
FAQs
What is the last date for applying to the job?
The deadline to apply for Full-Time Customer Care Process Excellence Manager at InPost is
17th of December 2025
. We consider jobs older than one month to have expired.
Which countries are accepted for this remote job?
This job accepts [
Kraków, Poland
] applicants. .
Related Jobs You May Like
Rice Carbon Project Developer
Hanoi, Viet Nam
1 day ago
AFOLU Carbon Projects
Digital MRV Systems
DNDC Modeling
SNV
Full-Time
Experienced
Senior IT Project Manager - Applications Carve out
Basel, Switzerland
1 day ago
Application Carve-out
IT Project Management
Pharmaceutical Industry Regulations
Fusion Consulting
Full-Time
Senior Manager
Senior Project Manager
San Diego, CA
1 day ago
Client Relationship
Environmental Consulting
Industrial Hygiene
J.S. Held LLC
Full-Time
Senior Manager
YEAR $120000 - $160000
Project Manager - Steel - Bridge Construction
Claremont, NH
1 day ago
Communication
Customer Relationship Management
Problem-solving
Canam
Full-Time
Experienced
PMO Director
Remote
1 day ago
EDI/B2B Integration
Financial Management
Project Management
CoEnterprise, LLC
Full-Time
Manager
IT Project Manager
Baar, Switzerland
2 days ago
Agile Methodologies
Business Acumen
IT Solutions
SGS
Full-Time
Experienced
PMS Implementation Consultant
Berlin, Germany
2 days ago
Hospitality Experience
PMS Implementation
Project Management
Shiji Group
Full-Time
Experienced
Senior Project Manager
Livermore, CA
2 days ago
Communication
Customer Service
Project Management
REXEL
Full-Time
Senior Manager
YEAR $85000 - $100000
Senior Project Manager
Heredia, Costa Rica
2 days ago
Change Management
CRM Migrations
Project Management
Experian
Full-Time
Manager
Project Manager - Steel - Bridge Construction
Claremont, NH, NH
2 days ago
Communication Skills
Customer Relationship
Problem Solving
Canam
Full-Time
Experienced
Senior Project Manager - Industrial Hygiene
Red Bank, NJ
2 days ago
Client Development
EH&S Consulting
Industrial Hygiene
J.S. Held LLC
Full-Time
Experienced
YEAR $120000 - $160000
Environmental Remediation Project Manager
Westlake Village, CA
2 days ago
Business Development
Client Management
Data Analysis
AECOM
Full-Time
Experienced