Head of Customer Services PL

Ready for a challenge? 

About this role: 

As the Head of Customer Service (CS) for Poland, you will lead our Polish operations to deliver consistently excellent customer and partner support. Based in Wrocław, you will manage a diverse team of around 150 colleagues supporting different markets, fostering a culture of teamwork and high performance. Reporting directly to the Director of Customer Services Operations for International Markets, you will collaborate with the global CS team and your Polish leadership colleagues to deliver a brilliant customer and partner experience and support local growth plans.

As part of the global CS leadership team you’ll be expected to contribute to the wider transformation of our service with a focus on AI, automation and hybrid agentic-human solutions.

These are some of the key ingredients to the role: 

• Lead the Pyszne.pl Customer Services organisation with clear performance goals, consistent operating routines and accountable market-level delivery.
• Own daily and weekly service performance across insourced and outsourced teams, including SLA adherence, productivity, quality and escalation handling.
• Partner with Polish market leadership to ensure customer services delivery supports commercial priorities and customer/partner experience goals.
• Manage the local customer services established budget and compensation performance in partnership with finance and central customer services leadership.
• Manage the EST teams and support Germany, Netherlands and Belgium as well as any other country that might be added to the team
• Work closely with your peers from the supported countries in EST to ensure performance KPI’s and OKR’s are met
• Ensure Polish market requirements are represented in global customer services planning, transformation and AI/automation initiatives.
• Lead service-related growth initiatives, operational changes and crisis response for the Polish market.
• Develop local leaders and maintain engagement, resilience and performance across a large hybrid operating model.
• Make operational decisions within approved budget, policy and service standards; escalate structural trade-offs to the Operations Director, Customer Services, International Markets

What will you bring to the table?

• Proven ability to lead and empower large teams within a fast-paced, dynamic environment. 
• Deep expertise in customer service operations and a steadfast commitment to achieving goals. This must include strong experience working with and getting high performance from outsourced operational teams. 
• A structured, analytical mindset used to aim higher and drive excellence in performance. Practical command of SLA management, productivity management, quality assurance and compensation control.
• Experience managing budgets and P&L while acting responsibly to make a lasting impact, linking operational choices to cost-to-serve and customer outcomes.
• Strong stakeholder management across market leadership and central functions.
• Professional fluency in both Polish and English to facilitate effective cross-border cooperation. 
• Flexibility to support the team during peak times, including evenings and weekends. 
• Ambition and drive to introduce new, innovative support models and a “test & learn” mindset for new technologies. 
• Travels may be required to our Headquarter in Amsterdam or London if the business requires 

At JET, this is on the menu: 

Our teams forge connections internally and work with some of the best-known brands on the planet, giving us truly international impact in a dynamic environment. Being the best at what we do isn’t just about delivering on our strategy. It's a competition for something incredibly valuable – our customers' choice.

Every time a customer decides where to order, they're picking a side. 
At the heart of the JET Customer League are our values and behaviours. They guide every interaction, every decision, every innovation. These are the actions we need to perform consistently and brilliantly, to surpass the competition and earn our customers’ loyalty, again and again. 
Fun, fast-paced and supportive, the JET culture is about movement, growth, helping one another to succeed and celebrating wins.

By truly living our values and embodying our behaviours, we’re building a customer-first culture which enables us to stay one step ahead of the competition.

Inclusion, Diversity & Belonging