Project Leader - Consumer Complaints Platform Deployment

Helprise; Kraków; Sur place; PLN 150 000 - 210 000; Plein temps

Avantages offerts par ce poste

Flexible Work Arrangements

Attractive Rewards System

Sport Card Benefit

Private medical care

Life Insurance

Employee Referral Program

Résumé du poste

Helprise is seeking an experienced Project Leader (based in Poland) to oversee the deployment of a new Consumer Complaints platform across around 20 markets. You will coordinate market-specific deployment activities, ensuring alignment with privacy, regulatory and business requirements, and support local teams through the transition.

You will drive change, ensure operational readiness, and prepare markets for a future central operating model.

Qualifications

• Experience in project management for market-facing deployment projects.
• Strong stakeholder management and facilitation abilities.
• Background in customer service or consumer-facing operations.
• Knowledge of privacy, regulatory and compliance requirements.
• Experience across multiple markets and languages.
• Proven ability to drive process improvements.
• Ability to lead remote teams with ownership and accountability.
• Excellent written and verbal communication skills.
• Willingness to challenge the status quo and propose alternatives.

Responsabilités

• Coordinate deployment of the Consumer Complaints platform across multiple markets.
• Lead market-facing deployment activities with local process mapping and stakeholder coordination.
• Establish compliant local operating processes aligned with privacy and regulatory requirements.
• Ensure alignment between local, regional and central processes.
• Support markets in achieving operational readiness for product quality complaint reporting.
• Ensure consumer contacts and complaints are properly managed and documented.
• Foster collaboration between local teams and central functions; promote knowledge sharing.
• Support change management and identify opportunities for process improvements.
• Prepare markets for transition to the future BAU operating model.

Connaissances

Project management

Stakeholder management

Facilitation

Customer service

Customer care

Multilingual

Process improvement

Remote leadership

Problem solving

Communication

Privacy compliance

Change management

AI tools

Outils

AI tools

Description du poste

Helprise is an organization that combines global reach with local talent. We work for companies that value quality, partnership, and responsibility, creating teams that really work. By precisely matching skills and business needs, we connect specialists with projects where their knowledge has a real impact. By joining us, you become part of an environment where matching is not a coincidence, but a decision.

We are looking for an experienced Project Leader (based in Poland) to support the deployment of a new Consumer Complaints platform across multiple international markets. The role will focus on coordinating market-specific deployment activities, ensuring alignment with legal, regulatory and business requirements, and supporting local teams throughout the transition.

You will play a key role in driving change, ensuring operational readiness and preparing markets for a smooth transition to a future central operating model.

You will:

• Coordinate the deployment of the Consumer Complaints platform across approximately 20 markets.
• Lead market-facing deployment activities, including local process mapping and coordination with relevant stakeholders.
• Establish compliant local operating processes in alignment with legal, privacy, regulatory and business requirements.
• Ensure alignment between local, regional and central processes.
• Support markets in achieving operational readiness for product quality complaint reporting and consumer complaint handling.
• Ensure consumer contacts and complaints are properly managed and documented throughout the deployment.
• Facilitate collaboration between local teams and central functions, driving effective communication and knowledge sharing.
• Support change management activities and identify opportunities for process improvements.
• Prepare markets for the transition to the future business-as-usual (BAU) operating model.

• Proven experience in project management, particularly in market-facing deployment activities.
• Strong stakeholder management and facilitation skills.
• Experience in customer service, customer care or consumer-facing service operations.
• Knowledge of consumer complaint handling and case management systems.
• Understanding of privacy, compliance and regulatory requirements.
• Experience working in multilingual and multi-market environments.
• Experience in process improvement initiatives.
• Familiarity with AI-supported tools and openness to using new technologies.
• Excellent written and verbal communication skills.
• A proactive, independent and solution-oriented approach, with a strong sense of ownership and accountability.
• Ability to drive collaboration and lead teams remotely.
• Confidence in challenging the status quo and identifying alternative solutions.
• A can-do attitude and a strong focus on delivering tangible results.

• Flexible Work Arrangements: Offer adaptable schedules to maintain work-life balance.
• Attractive Rewards System: Recognize commitment and effort with generous rewards structure.
• Sport Card Benefit: Encourage fitness and wellness with access to multiple sports facilities.
• Private medical care: Prioritize employee health with private world-class medical care.
• Life Insurance: Ensure financial security and preparedness for the future with a robust life insurance plan.
• Employee Referral Program: Recognize talent acquisition contributions with a rewarding referral program.