Program Manager – Customer Service Transformation (Digitalisation)
We are looking for a dynamic Program Manager to join a high-impact customer service transformation programme focused on digital innovation and AI-driven solutions.
This is an exciting opportunity to play a key role in reshaping how customers interact with support services by reducing reliance on phone channels and increasing digital engagement.
The Role
You will lead and coordinate a major transformation initiative aimed at improving the customer care experience through digitalisation, chatbots, and AI solutions.
Working within a transversal team of ~20 people, you will collaborate with stakeholders across multiple regions and ensure alignment across several ongoing programmes.
Key Responsibilities
Manage end to end delivery of customer service transformation initiatives
Coordinate across international teams in Brussels, Spain, and India
Drive the shift from call-based support to digital channels (chatbots, AI, automation)
Align multiple workstreams and ensure programme coherence
Engage with stakeholders and ensure clear communication across cultures and time zones
Support the evolution of the customer care experience
What We’re Looking For
Proven experience as a Program Manager in transformation environments
Ability to work effectively across multiple teams, cultures, and time zones
Strong stakeholder management and communication skills
Experience in Telco (non negotiable)
Start Date
Target start: 6th April (earlier preferred for handover)
Immediate availability is highly desirable
Why Apply?
Be part of a large-scale transformation programme
Work in a diverse, international environment
Competitive Daily Rates
Contribute to innovative AI and digital customer solutions