Process Excellence Lead

About the role

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 across Recruitment, OpeHorations and Administration. 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 COO 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 Lead to help standardise, improve and scale our operational processes across Recruitment, Operations and Administration. 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 and document core workflows across Recruitment, Operations and Administration. 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 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 a

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