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 Mission

Batgroup is looking for a hands-on and structured Process Excellence Manager 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 Responsibilities

Process Audit & Documentation

• Operational Immersion: Spend time with Lisbon-based operational teams to understand how processes are executed in practice, not only how they are described on paper.
• Process Mapping: Audit, document and maintain our core workflows
• Reality Check: Identify gaps between documented processes, team practices, system limitations and business expectations.
• Knowledge Capture: Capture operational know-how from experienced team members and convert it into clear, usable procedures.

Standardisation & Operational Excellence

• Process Standardisation: Translate fragmented or local ways of working into clear, repeatable and scalable procedures across teams
• Efficiency Improvement: Identify unnecessary complexity, manual work, duplicated steps and unclear ownership, then propose simpler and more efficient ways of operating.
• Service Quality: Ensure process improvements directly support better service consistency, faster execution, clearer accountability and improved customer and agent experience.
• Operating Standards: Help define what “good” looks like for key operational processes, including expected outputs, ownership, escalation paths and quality controls.

Cross-Functional Implementation

• Lisbon Hub Enablement: Act as an embedded process partner for the Lisbon operations hub, ensuring process design reflects frontline realities.
• Stakeholder Alignment: Work closely with the Head of AI & Automation, our COO and operational managers to align process improvements with company priorities.
• Change Adoption: Support teams in adopting new processes, documentation standards, workflows and ways of working.
• Continuous Improvement: Monitor process performance after implementation and refine procedures based on operational feedback and business KPIs.

AI Operations Readiness

• Automation Readiness: Structure processes in a way that makes future automation easier, safer and more scalable.
• Workflow Support: Assist in the operational design of workflows by ensuring routing, tagging, knowledge base content, outbound triggers and escalation logic reflect real business processes.

Engagement & Lifecycle Enablement

• Operational 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 outcomes.
• Outbound Readiness: Support the definition of operational triggers, process dependencies and escalation paths required for outbound workflows.
• Engagement Support: Work with Marketing / CRM, Operations, Product and AI teams to ensure lifecycle communication reflects operational reality and can be executed consistently.
• Process-to-Communication Link: Identify where operational events, status changes or recurring issues should trigger clearer communication with customers or cleaning agents.
• Feedback Loop: Monitor recurring issues from customer and agent interactions and translate them into process improvements, documentation updates or future engagement opportunities.

Year 1 Success

• Core Processes Standardised: Priority workflows across Operations are mapped, documented and translated into clear operating standards.
• Operational Efficiency Improved: Main sources of duplication, manual work and unclear ownership are identified and reduced, improving service quality and team execution.

Engagement & Automation Foundation Built: Key customer and agent journeys are clarified, with selected processes structured to support future outbound workflows and AI

Requirements

• Process Excellence: You have strong experience auditing, mapping, documenting and improving operational processes in a service, marketplace, platform or high-volume operations environment.

• Close-to-Operations Mindset: You are comfortable spending time with frontline teams, observing reality, asking questions and understanding how work is actually done.

• Operational & Business Pragmatism: You understand how operations processes interact, and you focus on practical improvements that increase quality, efficiency and consistency.

• Cross-Functional Influence: You are comfortable working with operators, team leads, managers and leadership to align process improvements with company priorities.

• Structured, 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 processes.

• Preferred: at ease with Google Workspace environment and agentic-first omni-channel support solutions (eg. Intercom)

Benefits

• Competitive Base Salary: A salary aligned with the Portuguese scale-up and services market.
• Performance Bonus: A bonus structure tied to operational efficiency, service quality and transformation milestones.
• Full Benefits:  Private health insurance, a transportation allowance and a meal allowance paid via a meal card.
• Strategic Exposure: Direct involvement in one of Batgroup’s most important operational transformation programs.
• Close-to-Operations Impact: A role embedded in our Lisbon hub, working directly with the teams that run day-to-day operations.
• Cross-Functional Scope: A role working closely with Operations and leadership.
• Engagement Impact: The opportunity to help improve the operational foundations behind customer and agent activation, onboarding, retention and reactivation.
• International 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.