Operational Excellence Specialist

Operational Excellence Specialist

Miejsce pracy: Warszawa

Your responsibilities

AI-Driven Knowledge Management & Content Architecture:

Knowledge Base & AI Integration: Lead the ongoing curation, enrichment, and maintenance of the regional Knowledge Management system (GSites / Emplifi Knowledge Base). Actively integrate Artificial Intelligence (AI) and GenAI tools into knowledge workflows to enhance searchability, automated content summarization, and agent assistance.

Knowledge Retention Strategy: Implement structured knowledge retention practices to preserve institutional expertise, streamline onboarding, and prevent information loss across evolving teams.

Commercial & Cross-Functional Alignment: Partner closely with Brand Marketing, Commercial, Legal, and Regulatory teams to gather key information regarding new product launches, commercial campaigns, promotional activities, and product availability across various EMEA markets, ensuring contact centers and internal teams are fully prepared.

Process Simplification, Automation & Continuous Improvement:

Process Simplification & Seamless Experience: Identify operational bottlenecks and eliminate unnecessary steps in consumer contact workflows across all channels to drive a seamless consumer experience.

Automation, AI & Digital Integration: Partner with IT and vendor technical teams to execute process automation opportunities.

Omnichannel Operational Support: Assist in refining operational workflows and guidelines across consumer contact channels, ensuring consistent brand voice, quality engagement, and awareness of digital/social media channel dynamics.

Continuous Improvement: Drive continuous improvement initiatives aimed at improving First Contact Resolution (FCR), lowering handling complexity, and elevating consumer satisfaction (CSAT) scores.

Training Program Development & LCA Collaboration:

Training Strategy & Delivery: Design, update, and deliver comprehensive training modules on new tools, AI technologies, system SOPs, product launches, and soft-skills/consumer empathy for contact center reps and internal staff.

LCA Operational Partnership: Serve as the primary operational partner to Local Consumer Affairs Specialists (LCAs) across EMEA hubs; provide ongoing guidance, standard SOP templates, tool access support, and operational alignment.

Onboarding & Competency Fitness: Manage onboarding plans and curriculum compliance for new LCAs and outsourced vendor teams to ensure compliance and operational readiness.

Consumer Experience, Retention & Transformation Support:

Consumer Retention & Brand Goodwill: Analyze contact drivers and escalation trends to refine response strategies that regain consumer trust, protect brand reputation, and maximize consumer lifetime value.

Voice of Consumer (VOC) Analytics: Synthesize contact data and sentiment trends into clear, actionable reports for internal business partners to support product quality improvements.

Transformation Program Support: Actively partner with and support the Consumer Affairs Transformation Manager on strategic divisional projects.

Our requirements

• Education: Bachelor’s degree in Business Administration, Operations Management, Communications, or a related discipline.
• Professional Experience: Minimum 3+ years of relevant professional experience in Consumer Affairs, Customer Experience (CX), Operations, Consumer Care/Service, Knowledge/Training Management, or Digital Support within FMCG, Pharma, or multinational environments.
• Core Functional Experience: Proven track record in supporting Knowledge Management repositories, delivering training programs, optimizing customer service workflows, and assisting in digital/AI transformation initiatives.
• Systems & Technical Knowledge: Basic working knowledge of CRM / Omnichannel platforms (e.g., Emplifi Agent/SMC, Zendesk, Salesforce), Knowledge Sites (Google Sites), Google Workspace, and AI tools for knowledge management.
• Digital & Social Media Awareness: General familiarity with digital consumer engagement channels and social media operational dynamics.
• Language Capabilities: Fluent English (written and verbal) is required as the sole primary working language.
• Key Skills: Strong analytical capabilities, problem-solving, project management support, training delivery skills, meticulous attention to detail, and the ability to simplify complex data for diverse stakeholders.
• Change Maker & Innovative: Proactive mindset with a natural curiosity to review current practices, leverage AI, and suggest smart solutions for process improvement.
• Consumer-First & Empathetic: Deeply committed to consumer care, displaying tact, diplomacy, and empathy in all communications.
• Agile & Flexible: High degree of flexibility and resilience to thrive under varying degrees of pressure and handle change in an evolving organization.
• Collaborative & Great Listener: Strong interpersonal skills ("Power of WE"), able to listen effectively, assess differing viewpoints, and work seamlessly across cultures and functions.
• Self-Motivated & Accountable: Takes full ownership of deliverables, demonstrating rigor, reliability, and the ability to work independently with minimal supervision.

What we offer

• Group insurance and Medicover healthcare package (employee contribution is 1 PLN for each benefit monthly);
• Dental care subsidy;
• Sport card (Medicover Sport);
• Employee Capital Plan (PPK) with employer contribution above mandated one;
• Company Stock Saving Plan;
• Co-financing of meals in the amount of PLN 200 gross per month;
• Store with company products;
• Financial and in-kind rewards for additional achievements;
• Social Fund (holidays contribution, prepaid cards for Christmas, Majówka and Sport&Culture);
• Employee Assistance Program;
• Employee referral program;

Benefits

• sharing the costs of sports activities
• private medical care
• sharing the costs of foreign language classes
• life insurance
• remote work opportunities
• flexible working time
• fruits
• corporate products and services at discounted prices
• integration events
• dental care
• no dress code
• video games at work
• coffee / tea
• parking space for employees
• leisure zone
• extra social benefits
• meal passes
• pre-paid cards
• christmas gifts
• employee referral program
• charity initiatives
• family picnics
• friendly and family atmosphere

Our Commitment to Inclusion

Our journey begins with our people—developing strong talent with diverse backgrounds and perspectives to best serve our consumers around the world and fostering an inclusive environment where everyone feels a true sense of belonging. We are dedicated to ensuring that each individual can be their authentic self, is treated with respect, and is empowered by leadership to contribute meaningfully to our business.

Equal Opportunity Employer

Colgate is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity, sexual orientation, national origin, ethnicity, age, disability, marital status, veteran status (United States positions), or any other characteristic protected by law.

Reasonable accommodation during the application process is available for persons with disabilities. Please complete this request form should you require accommodation.

The salary level is determined by the objective evaluation of the position's requirements, such as required skills, effort, responsibility, and working conditions, which places the role into a specific level within the company's compensation framework.

Employees will also be eligible to the annual bonus plan - on target 8% of base annual salary linked to company and individual performance.

The conditions of payment of the salary and benefits referred to above are regulated by the Employer’s Remuneration regulations which shall be submitted to employment candidates at the later stage of the recruitment process.

Colgate-Palmolive Services Poland

Colgate-Palmolive Company is a global consumer products company operating in over 200 countries specialising in Oral Care, Personal Care, Home Care, Skin Care, and Pet Nutrition. Our products are trusted in more households than any other brand in the world, making us a household name!

Join Colgate-Palmolive, a caring, innovative growth company reimagining a healthier future for people, their pets, and our planet. Guided by our core values—Caring, Inclusive, and Courageous—we foster a culture that inspires our people to achieve common goals. Together, let's build a brighter, healthier future for all.

Please be informed that we shall contact only selected candidates. Pursuant to the Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data, and repealing Directive 95/46/EC (GDPR), we inform that the controller of personal data is Colgate Palmolive Services (Poland) Sp. z o.o. having its registered office in Warsaw (02-797), Taśmowa 7 street. The personal data shall be processed for the purposes of a recruitment procedure. In case of your consent, your data shall also be processed for the purposes of future recruitment processes. Should such a necessity occur, your personal data may be made available to entities authorized by law. Submitting data is voluntary but necessary to achieve the above-mentioned objective. You have the right to demand rectification, deletion, limitation of processing or transfer of the data. The above-mentioned rights may be exercised by submitting a relevant request to the following e-mail address: Wyświetl e-mail na pracuj.pl. Personal data providers have the right to file a complaint to the President of the Office for Personal Data Protection in order to protect the data in case their personal data are processed against the law. Personal data will be processed by the Personal Data Controller during this recruitment process and should the consent to the processing of personal data in the future be granted, until the right to be forgotten has been exercised. The Personal Data Controller does not use an automated decision-making system, including profiling. If, upon the completion of the recruitment process, your CV has remained in the database of Colgate Palmolive Services (Poland) Sp. z o.o., having its registered office in Warsaw (02-797), Taśmowa 7 street, to be used in the future, you are asked to accompany your application documents with the following consent: “I hereby give my consent to Colgate Palmolive Services (Poland) Sp. z o.o with its registered office in Warsaw (02-797), Taśmowa 7 street to archive and use my CV and other application documents in future recruitment processes in accordance with the Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data, and repealing Directive 95/46/EC”