Program Manager – Customer Service Transformation

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