Senior Process Manager Customer Service - Polish market (all genders)

Best Secret GmbH -
Berlin

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Details zur Stelle

Vollzeit

Qualifikationen

Kundenberatung
Polnisch
Prozessmanagement

Vollständige Stellenbeschreibung

Job Description

Team: Operations

Job Location: Berlin, Germany, Málaga, Spain, Munich, Germany

Position Type: Full-time

Work Flexibility: Hybrid

As a Senior Process Manager in Customer Service, you will be a key driver of operational scalability and service quality across in the Polish market. Embedded in the Customer Service Business Excellence team, you will lead strategic initiatives to optimize processes, support market expansion, and ensure consistent service delivery in the region.

Key Responsibilities :
Process Strategy & Optimization

Design and implement customer service processes tailored to the needs of the Polish market, ensuring scalability and efficiency.

Identify and resolve process inefficiencies through automation, simplification, and cross-functional collaboration.

Develop and maintain frameworks that support rapid growth while preserving service excellence.

Polish Market Enablement

Act as the process lead for customer service expansion into Poland.

Collaborate with regional teams to localize workflows while maintaining global standards.

Monitor market-specific KPIs and adapt strategies based on performance insights and customer feedback.

Governance & Operational Excellence

Maintain process documentation, SOPs, and training materials to ensure consistency and knowledge transfer across markets.

Drive adoption of best practices and continuous improvement initiatives across teams.

Support audits, compliance checks, and risk assessments related to customer service operations.

Serve as a trusted advisor to Customer Service leadership on process-related topics and strategic initiatives.

What We Are Looking For :

Experience: 5+ years in customer service operations, process management, or business excellence - preferably in e-commerce, retail, or digital services with exposure to Polish market.

Process Expertise: Strong background in process design and change management.

Analytical Mindset: Ability to interpret data, identify trends, and translate insights into actionable improvements.

Communication: Fluent in English and Polish. Able to communicate clearly across cultures and seniority levels.

Project Leadership: Proven ability to lead cross-functional projects in a fast-paced, matrixed environment.

#LI-AA1 #LI-Berlin #LI-Munich #LI-Málaga #LI-Paris

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