HelloFresh

2 weeks ago

Process Excellence Specialist- Customer Care Operations

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 3 hours agoStatus: Live

Job Summary

Drive continuous improvement across customer care operations by leading end-to-end process mapping and redesign. Use Lean and Lean Six Sigma methods, along with contact center performance metrics (AHT, FCR, SLA, QA), to identify bottlenecks and root causes. Build data-driven business cases, standardize operating procedures, and partner with automation teams to implement AI-enabled workflow improvements that enhance service quality and customer experience.

Location: Manila

Workplace: Hybrid

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Key Responsibilities

•Lead end-to-end process mapping and redesign initiatives for customer care operations, documenting current and future-state workflows.
•Identify process inefficiencies, operational bottlenecks, and opportunities to improve agent and customer experiences.
•Conduct root cause analysis and apply Lean Six Sigma methodologies to solve operational challenges and improve process performance.
•Analyze contact center performance metrics (AHT, FCR, SLA, backlog, QA) to identify improvement opportunities.
•Develop data-driven business cases and collaborate with automation teams to implement scalable digital solutions; standardize operating procedures across teams and locations.

Pay and Benefits

Perks:Annual BonusHealth InsuranceHmo MedicalLife InsuranceLearning BudgetPaid Leave

Key Requirements

•Lean Six Sigma Green Belt certification (or equivalent Lean certification).
•Proven experience in customer care, BPO, or contact center operations.
•Strong expertise in process mapping, process redesign, and continuous improvement methodologies.
•Strong understanding of customer service operational metrics (AHT, FCR, SLA, QA, workforce efficiency).
•Experience leading or supporting cross-functional projects from planning through implementation.

Experience:Customer careBPOContact center

Skills:Analytical thinkingProblem-solvingCritical thinkingStakeholder managementCommunication

Certifications:Lean Six Sigma Green BeltLean certification

Languages:English

Tech Stack:LeanLean Six SigmaLean Six Sigma Green BeltProcess mappingBPMNSignavioVisioAutomationAIData analytics

Company Brief

HelloFresh

HelloFresh is a meal-kit and food subscription company that delivers fresh ingredients and recipes to consumers, offering convenient home-cooked meals through weekly subscription boxes across multiple international markets.

Industry: FoodTech

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: Berlin, Germany

Founded: 2011

Glassdoor: 3.6

Website LinkedIn

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HelloFresh

2 weeks ago

Process Excellence Specialist- Customer Care Operations

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 3 hours agoStatus: Live

Job Summary

Location: Manila

Workplace: Hybrid

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Key Responsibilities

•Lead end-to-end process mapping and redesign initiatives for customer care operations, documenting current and future-state workflows.
•Identify process inefficiencies, operational bottlenecks, and opportunities to improve agent and customer experiences.
•Conduct root cause analysis and apply Lean Six Sigma methodologies to solve operational challenges and improve process performance.
•Analyze contact center performance metrics (AHT, FCR, SLA, backlog, QA) to identify improvement opportunities.
•Develop data-driven business cases and collaborate with automation teams to implement scalable digital solutions; standardize operating procedures across teams and locations.

Pay and Benefits

Perks:Annual BonusHealth InsuranceHmo MedicalLife InsuranceLearning BudgetPaid Leave

Key Requirements

•Lean Six Sigma Green Belt certification (or equivalent Lean certification).
•Proven experience in customer care, BPO, or contact center operations.
•Strong expertise in process mapping, process redesign, and continuous improvement methodologies.
•Strong understanding of customer service operational metrics (AHT, FCR, SLA, QA, workforce efficiency).
•Experience leading or supporting cross-functional projects from planning through implementation.

Experience:Customer careBPOContact center

Skills:Analytical thinkingProblem-solvingCritical thinkingStakeholder managementCommunication

Certifications:Lean Six Sigma Green BeltLean certification

Languages:English

Tech Stack:LeanLean Six SigmaLean Six Sigma Green BeltProcess mappingBPMNSignavioVisioAutomationAIData analytics

Company Brief

HelloFresh

Industry: FoodTech

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: Berlin, Germany

Founded: 2011

Glassdoor: 3.6

Website LinkedIn