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鈥檒l 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.
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