Poland Head of Customer Service — Growth & AI Lead

Pyszne.pl; Wrocław; Vor Ort; PLN 480.000 - 720.000; Vollzeit

Zusammenfassung

Just Eat Takeaway.com is seeking a Head of Customer Service for Poland, based in Wroclaw. You will lead a ~150-person Polish CS operation, guiding insourced and outsourced teams to deliver excellent customer and partner support while aligning with global CS priorities and local growth plans.

You will collaborate with market leaders, manage budgets, and drive transformation through AI, automation and hybrid agentic-human solutions across Europe. Fluency in Polish and English is essential.

Qualifikationen

• Proven ability to lead large teams in fast-paced environments.
• Strong experience in customer service operations and outsourcing.
• Structured, analytical mindset with SLA, productivity, quality, and compensation focus.
• Experience in budgeting and linking ops to cost-to-serve and outcomes.
• Fluency in Polish and English for cross-border cooperation.

Aufgaben

• Lead the Polish CS org with clear goals, routines, and market delivery accountability.
• Oversee daily/weekly service performance across insourced and outsourced teams.
• Partner with Polish market leadership to align CS with business priorities.
• Manage local CS budget and compensation in collaboration with Finance.
• Coordinate EST teams; support Germany, Netherlands, Belgium and others.
• Collaborate with peers in EST to meet KPIs and OKRs.
• Represent Polish requirements in global CS planning and AI initiatives.
• Drive service-related growth, changes and crisis response for Poland.
• Develop local leaders and maintain engagement in a hybrid model.
• Make budget-aligned operational decisions and escalation handling.

Kenntnisse

Leadership

Team empowerment

Customer service ops

Outsourced teams management

Budgeting & P&L

Stakeholder management

Polish & English fluency

Flexibility for peak times

innovation mindset

Jobbeschreibung

Just Eat Takeaway.com is seeking a Head of Customer Service for Poland, based in Wroclaw. You will lead a ~150-person Polish CS operation, guiding insourced and outsourced teams to deliver excellent customer and partner support while aligning with global CS priorities and local growth plans.

You will collaborate with market leaders, manage budgets, and drive transformation through AI, automation and hybrid agentic-human solutions across Europe. Fluency in Polish and English is essential.