Process Change Manager for B2B and B2C Request Management Processes

We’re looking for a Process Change Manager to improve and develop B2C and B2B request management processes at Telia Lithuania.

I’m Viktorija Kulvinskienė, Processes Development Team Manager in Sales and Customer Service Division, and I’m searching for someone ready to grow with us. We’re a supportive, forward-thinking team focused on developing, standardizing, and optimizing processes that enable seamless B2C and B2B customer experiences across Front Office, Back Office and IT teams.

What you’ll do:

As Process Change Manager, you will take ownership of B2C and B2B request management logic and continuously improve how customer requests, internal tasks and authorizations are managed across channels, teams and systems.

• Lead the improvement of request management processes, including existing request logic, routing rules, categories, ownership and end-to-end ways of working

• Clarify, standardize and improve how Service Requests are created, assigned, solved and measured working closely with IT teams

• Own and improve customer authorization and power of attorney management processes, ensuring clear logic, roles, controls and customer-friendly execution

• Work mainly with Front Office, Back Office and IT teams to identify process gaps, align responsibilities and implement practical improvements

• Identify opportunities to simplify, automate and digitalize repetitive request management activities using robots, AI agents or other automation tools

• Create measurable KPIs and structured documentation to ensure transparency, audit readiness and continuous improvement

What will help you thrive in this role:

The suitable candidate is proactive, structured and curious, with strong self-leadership skills and the ability to connect business needs with system logic. You enjoy working with people, data, processes and IT teams, and you are motivated to make request handling clearer, faster and more efficient for both customers and colleagues.

• Ability to understand and improve request handling logic, including categories, routing, statuses, ownership, SLA/KPI measurement and cross-team handovers

• Experience working with Front Office, Back Office and IT stakeholders, translating business needs into clear process and system requirements

• Practical experience, experimentation or strong interest in automation solutions such as RPA robots, AI agents, workflow automation or other digital tools

• Proven experience in Process Management, Change Management, Business Analysis, Service Request Management or a similar role, ideally within a B2C and B2B environment

• Understanding of customer authorization or power of attorney processes would be an advantage

• Strong knowledge of SAP CRM or Salesforce is a major advantage

• Knowledge of Agile methodology, Lean Six Sigma or BPM is highly desirable

• Fluency in Lithuanian and English

Join us to shape smarter living for people, businesses, and the planet

At Telia, we’re a team of 15 000 colleagues across the Nordics and Baltics, passionate about technology and connectivity. As a Top Employer and Sustainability Leader, we drive change with large-scale, impactful projects while building a sustainable, inclusive world.

Here, you can grow your skills, lead meaningful projects, and thrive in a supportive, diverse environment. Whether you’re taking your first step or your next, Telia is a place to grow, belong, and make a real impact.

What we offer

At Telia, we care about your well-being, growth, and sense of belonging:

• Additional health insurance and pension plans
• Workation: work from anywhere in the EU for up to 30 days per year
• Extra vacation days based on tenure (up to 5 additional days)
• Discounts on Telia services, including free home internet
• Partner offers and discounts (SPA, cafes, events)
• Telia Kids Club: summer camps for employees’ children
• Company-supported sports activities (yoga, basketball, running)
• Internal training, leadership programs and job shadowing to explore new roles

…and more.

Monthly salary range for this position – 3300 – 4300 Eur (gross) plus annual performance bonuses. Although it may vary depending on your skills and experience.

Ready to make better happen?

We look forward to receiving your application by 16/10/2026. Please note that we might close the position earlier if we find the right candidate, so don’t wait too long to apply!

If you’re selected for the next stage, you’ll be contacted by our Talent Acquisition Partner Background and reference checks will be part of the process.

Want to know more about this role? Please reach out to Viktorija Kulvinskienė, Team Manager at [email protected]

Equal opportunities

At Telia, we recognize talent by professional skills and growth potential. We champion diversity, ensuring every individual’s needs are met, regardless of disability, gender, age, nationality, sexual orientation, or social status. Together, we’re dedicated to fostering an inclusive work environment where your uniqueness is our strength.

Join us and let’s make better happen - together!

More about our culture: www.telia.lt/karjera