Operational Excellence Specialist

Colgate; Warszawa; Hybrid; PLN 100,000 - 156,000; Full time

Benefits offered by this job

Group insurance and healthcare

Sport card

Employee Stock Saving Plan

Performance bonus

Job summary

Colgate is seeking an Operational Excellence Specialist in Warsaw, Poland, hybrid role. You will drive process simplification, AI integration, and knowledge management across the EMEA Consumer Affairs ecosystem, partnering with internal teams to ensure seamless customer experiences.

The role requires a Bachelor’s degree and 3+ years in consumer care or CX within a multinational environment, with up to 10% travel.

Qualifications

• Bachelor’s degree in Business Administration, Operations Management, or related field.
• Minimum 3+ years in Consumer Affairs, CX, or related functions within FMCG or multinational environments.
• Experience with knowledge management, training programs, and AI/digital transformation.

Responsibilities

• Drive Knowledge Management, AI integration, and consumer experience improvements across EMEA.
• Collaborate with Brand Marketing, Commercial, Legal and Regulatory teams.
• Lead onboarding and competency plans for LCAs and vendor teams.
• Design and deliver training on new tools, AI tech, and SOPs.
• Analyze VOC data to support product quality and customer care.

Skills

Analytical skills

Problem-solving

Project management support

Training delivery

Empathy

Education

Bachelor’s degree in Business Administration or related

Tools

CRM platforms

Zendesk

Salesforce

Knowledge Sites (Google Sites)

Job description

Established in 1806 as a small soap and candle business in New York City, Colgate-Palmolive is now a truly global company with products sold in over 200 countries and territories under such internationally recognised brand names as Colgate, Palmolive, Softsoap, Irish Spring, Protex, Sorriso, Kolynos, elmex, Tom's of Maine, Sanex, Ajax, Axion, Soupline, Haci Sakir, Suavitel, PCA SKIN, EltaMD, Filorga and Hello as well as Hill's Science Diet and Hill's Prescription Diet.

Colgate-Palmolive is a leading consumer products company that serves hundreds of millions of consumers worldwide with brands and products across four core businesses – Oral Care, Personal Care, Home Care and Pet Nutrition. We are committed to offering products that make lives healthier and more enjoyable, and programmes that enrich communities around the world.

Every day millions of people trust our products to care for themselves and the ones they love. Our goal is to use our technology to create products that will continue to improve the quality of life for our consumers wherever they live.

A career at Colgate-Palmolive is an excellent opportunity if you seek a global experience, constant challenge, and development opportunities in an environment that respects work/life effectiveness.

Job Title: Operational Excellence Specialist

Travel Required?: Travel - up to 10% of time

Posting Start Date: 18/08/2026

Hybrid

No Relocation Assistance Offered

Job Number#175629 - Warsaw, Mazovia, Poland

Who We Are

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.

1. Position Purpose & Summary

Reporting directly to the Consumer Affairs Transformation Manager, EMEA, the Operational Excellence Specialist drives process simplification, technology automation, AI integration, and customer-centric operational improvements across the EMEA Consumer Affairs ecosystem.

This position directly supports the Transformation Manager in closing gaps to deliver a seamless consumer experience, equipping EMEA contact centers and regional hubs with robust Knowledge Management, delivering effective training programs, collaborating with Local Consumer Affairs Specialists (LCAs), and enhancing consumer retention to protect trust in our brands.

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 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.

3. Competencies Required (Knowledge, Skills and Experience Required)

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.

Other requirements

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 can offer

Salary Range: 9 000 PLN - 14 000 PLN gross per month

Salary payment frequency: monthly

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.

Benefits Package

• Group insurance and Medicover healthcare package (employee contribution is 1 PLN for each benefit monthly);
• 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;

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.

#LI-Hybrid