Operational Excellence Specialist

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

Benefits offered by this job

Group insurance and Medicover health

Dental care subsidy

Sport card (Medicover Sport)

Employee Stock Saving Plan

Co-financing of meals

Job summary

Colgate-Palmolive Warsaw is seeking an Operational Excellence Specialist to drive AI-enabled knowledge management, process simplification and cross-functional improvement across the EMEA Consumer Affairs ecosystem.

You will partner with Marketing, Legal, IT and LCAs to deliver training, standard SOPs, and analytics that improve CSAT, FCR, and consumer trust while ensuring a seamless omnichannel experience.

Qualifications

• Bachelor’s degree in Business Administration, Operations Management, Communications or related field.
• Minimum 3+ years in Consumer Affairs, Customer Experience, Operations, Consumer Care/Service, Knowledge/Training Management, or Digital Support in a multinational environment.
• Experience in supporting Knowledge Management repositories, delivering training programs, optimizing customer service workflows, and assisting in digital/AI transformation.

Responsibilities

• Lead Knowledge Management and AI integration across regional systems (GSites / Emplifi Knowledge Base) to improve searchability and agent support.
• Implement knowledge retention practices to preserve institutional expertise and streamline onboarding.
• Collaborate with Brand Marketing, Commercial, Legal and Regulatory teams on product launches and campaigns to prepare contact centers.
• Identify bottlenecks in consumer workflows and drive process simplification and automation.
• Support onboarding plans and training for LCAs and outsourced teams to ensure readiness.
• Analyze consumer contact drivers and VOC data to improve CSAT and First Contact Resolution.

Skills

Fluent English

Analytical skills

Project management

Training delivery

Education

Bachelor’s degree in Business Administration, Operations Management, Communications

Tools

Zendesk

Salesforce

Google Sites

Google Workspace

AI tools

Job description

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.

2. Key Responsibilities & Core Accountabilities

• 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.

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);

• 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;

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 (https://docs.google.com/forms/d/e/1FAIpQLSdaxk_eF4utznQoVHlxmL9jVFJbOkM4Oe5CAdKOg-h9EPdLfg/viewform) should you require accommodation.

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