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