Operational Excellence Specialist

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). Assist in supporting AI and GenAI tools within knowledge workflows to improve searchability, automated content summarization, and rep 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 trainings on new tools, processes, 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, 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 and reputation. 

  • 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 

• 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

• Systems & Technical Knowledge: Basic working knowledge of CRM 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.

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.

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