Customer Care Process Excellence Expert

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.

 

About the role 

We are looking for a Process Improvement Manager to join our Customer Care Excellence team and drive operational efficiency across our international Customer Care operations. 

In this role, you will focus on optimizing and automating customer service processes, implementing innovative technologies (including AI and RPA), and delivering scalable solutions across markets. You will collaborate closely with Customer Care, IT, Data & AI, Marketing, and Operations teams to identify improvement opportunities and implement impactful initiatives. 

 

What you’ll do 

• Lead process improvement and automation initiatives within Customer Care. 

• Map, analyze, and optimize customer service processes to increase efficiency and service quality. 

• Implement AI and RPA solutions to automate routine tasks and enhance operational performance. 

• Define and monitor Customer Care KPIs (e.g., AHT, NPS, CSAT, FCR) and use data to drive improvements. 

• Collaborate with IT and Data teams on system integrations and new technology implementations. 

• Gather and document business and system requirements and support IT delivery (UAT, rollout, change management). 

• Coordinate cross-functional projects with stakeholders across the organization. 

What we’re looking for 

• Experience in project management, process improvement, or operational excellence. 

• Experience working in a Customer Service environment. 

• Experience analyzing KPIs and operational data to identify improvement opportunities. 

• Knowledge of Lean, Six Sigma, or Kaizen methodologies. 

• Experience working with cross-functional teams including IT. 

• Understanding of system integrations and APIs (REST/SOAP). 

• English – min. B2. 

 

Nice to have 

• Experience implementing AI or RPA solutions. 

• Experience documenting business and system requirements.