Process Excellence Manager

At Batgroup, we're on a mission to bring peace of mind into people's lives and fairness into the home cleaning industry. As Europe's leading digital platform for home cleaning services, we connect thousands of households with trusted, insured cleaning professionals. We operate with a bias for action, value radical transparency, and believe that treating our cleaning agents with profound fairness is the ultimate driver of customer satisfaction.To support the next stage of our operational transformation, we're looking for a Lisbon-based Process Excellence Manager to audit, document, challenge and standardise our company processes.This role will sit close to where operational execution happens. By working directly with our Lisbon-based teams, the Process Excellence Manager will help improve service quality, operational efficiency and consistency across the organisation. As a natural byproduct of this work, the role will also help Batgroup build the process foundation required for future automation, workflows and AI-assisted operations.The position reports to the Head of AI & Automation and works in close partnership with other C-levels and operational leaders.Your MissionBatgroup is looking for a hands-on and structured Process Excellence Lead to standardise, improve and scale operational processes across our Operations function, with a particular focus on supporting our AI transformation. You will work close to the teams running day-to-day operations to understand how work is actually done, identify inefficiencies, challenge legacy practices, and transform operational know-how into clear, repeatable and measurable processes.Your mission is to improve service quality, operational efficiency and consistency across teams. By creating clearer and stronger operational processes, you will also help Batgroup strengthen key customer and agent journeys, including activation, onboarding, conversion, retention and reactivation. This role ensures that the operational processes behind these journeys are clear, scalable and ready to support future outbound workflows and AI-assisted operations.Your ResponsibilitiesProcess Audit & DocumentationOperational Immersion: Spend time with Lisbon-based operational teams to understand how processes are executed in practice, not only how they are described on paperProcess Mapping: Audit, document and maintain our core workflowsReality Check: Identify gaps between documented processes, team practices, system limitations and business expectationsKnowledge Capture: Capture operational know-how from experienced team members and convert it into clear, usable proceduresStandardisation & Operational ExcellenceProcess Standardisation: Translate fragmented or local ways of working into clear, repeatable and scalable procedures across teamsEfficiency Improvement: Identify unnecessary complexity, manual work, duplicated steps and unclear ownership, then propose simpler and more efficient ways of operatingService Quality: Ensure process improvements directly support better service consistency, faster execution, clearer accountability and improved customer and agent experienceOperating Standards: Help define what "good" looks like for key operational processes, including expected outputs, ownership, escalation paths and quality controlsCross-Functional ImplementationLisbon Hub Enablement: Act as an embedded process partner for the Lisbon operations hub, ensuring process design reflects frontline realitiesStakeholder Alignment: Work closely with the Head of AI & Automation, our COO and operational managers to align process improvements with company prioritiesChange Adoption: Support teams in adopting new processes, documentation standards, workflows and ways of workingContinuous Improvement: Monitor process performance after implementation and refine procedures based on operational feedback and business KPIsAI Operations ReadinessAutomation Readiness: Structure processes in a way that makes future automation easier, safer and more scalableWorkflow Support: Assist in the operational design of workflows by ensuring routing, tagging, knowledge base content, outbound triggers and escalation logic reflect real business processesEngagement & Lifecycle EnablementOperational Journey Mapping: Deep dive into key customer and agent touchpoints across activation, onboarding, conversion, retention and reactivation to identify where better processes and communication can improve outcomesOutbound Readiness: Support the definition of operational triggers, process dependencies and escalation paths required for outbound workflowsEngagement Support: Work with Marketing / CRM, Operations, Product and AI teams to ensure lifecycle communication reflects operational reality and can be executed consistentlyProcess-to-Communication Link: Identify where operational events, status changes or recurring issues should trigger clearer communication with customers or cleaning agentsFeedback Loop: Monitor recurring issues from customer and agent interactions and translate them into process improvements, documentation updates or future engagement opportunitiesYear 1 SuccessCore Processes Standardised: Priority workflows across Operations are mapped, documented and translated into clear operating standardsOperational Efficiency Improved: Main sources of duplication, manual work and unclear ownership are identified and reduced, improving service quality and team executionEngagement & Automation Foundation Built: Key customer and agent journeys are clarified, with selected processes structured to support future outbound workflows and AIRequirementsProcess Excellence: You have strong experience auditing, mapping, documenting and improving operational processes in a service, marketplace, platform or high-volume operations environmentClose-to-Operations Mindset: You are comfortable spending time with frontline teams, observing reality, asking questions and understanding how work is actually doneOperational & Business Pragmatism: You understand how operations processes interact, and you focus on practical improvements that increase quality, efficiency and consistencyCross-Functional Influence: You are comfortable working with operators, team leads, managers and leadership to align process improvements with company prioritiesStructured, Data-Oriented Challenger: You use operational KPIs to identify what matters most, and you can respectfully challenge existing ways of working to create simpler, clearer and more scalable processesPreferred: at ease with Google Workspace environment and agentic-first omni-channel support solutions (eg. Intercom)BenefitsCompetitive Base Salary: A salary aligned with the Portuguese scale-up and services marketPerformance Bonus: A bonus structure tied to operational efficiency, service quality and transformation milestonesFull Benefits: Private health insurance, a transportation allowance and a meal allowance paid via a meal cardStrategic Exposure: Direct involvement in one of Batgroup's most important operational transformation programsClose-to-Operations Impact: A role embedded in our Lisbon hub, working directly with the teams that run day-to-day operationsCross-Functional Scope: A role working closely with Operations and leadershipEngagement Impact: The opportunity to help improve the operational foundations behind customer and agent activation, onboarding, retention and reactivationInternational Environment: Exposure to our Swiss headquarters and European hubs across Switzerland, Luxembourg, Poland and Portugal.Modern Tech Stack: Access to the tools required to document, analyse and improve processes effectively