• Manage the Service AI Program Roadmap end to end, ensuring timely delivery, budget control, and alignment with Global Service Leadership priorities.
• Translate strategic objectives into clear plans, milestones, responsibilities, and measurable business outcomes.
• Coordinate multidisciplinary business streams, regional teams, external partners, and supporting technology functions.
• Lead Steering Committee updates, business-case refinements, decision-making processes, and stage-gate evaluations.
• Identify program risks, dependencies, conflicts, and organizational barriers, and ensure they are addressed effectively.
Stakeholder Management & Business Alignment
• Build strong relationships with senior leaders, business owners, regional representatives, service teams, external vendors, and other key stakeholders.
• Facilitate alignment between global strategy and regional or local business needs.
• Manage expectations and maintain transparent communication across stakeholder groups with different priorities.
• Influence decisions without direct authority and create commitment around common goals.
• Prepare clear, concise, and business-focused presentations for executive and operational audiences.
KPI Alignment & Adoption
• Define and monitor business, operational, and adoption indicators across regions.
• Track employee adoption, customer service outcomes, cost avoidance, case-volume reduction, and improvements in resolution time.
• Ensure that success is measured not only by solution delivery but also by business impact and sustainable adoption.
• Work with regional and operational teams to identify barriers and agree on corrective actions.
• Coordinate cooperation between Customer Support, Field Service, business operations, Change Management, Communications, People, Learning, Data, and technology teams.
• Work closely with the Change Management Lead to manage workforce impact, change fatigue, and employee concerns.
• Support the transition of Customer Care and Field Service teams to new processes and ways of working.
• Ensure that business requirements remain central throughout design, testing, implementation, and adoption activities.
Our requirements
Master’s degree in Business Administration, Management, Engineering, Economics, or a related field.
A project or program management certification, such as PMP, PRINCE2, Agile, or Scrum, is strongly preferred.
At least 7 years of project or program management experience within large-scale business transformation programs in global matrix organizations.
Strong experience managing complex stakeholder environments involving senior executives, business functions, regional teams, and external partners.
Experience within Customer Care, Customer Service, Field Service, contact centers, or global service operations is highly valuable.
Previous involvement in digital, automation, AI-enabled, or process transformation programs is an advantage, but detailed technical expertise is not required.
Strong business acumen and the ability to connect program activities with operational and commercial outcomes.
Excellent communication, facilitation, negotiation, and executive presentation skills.
High emotional intelligence, diplomacy, resilience, and the ability to handle difficult conversations.
Ability to influence without authority, resolve conflicts, and create alignment between teams with competing priorities.
Strong organizational skills and the ability to maintain clarity in a complex, fast-changing environment.
Fluency in English.
What we offer
Fully remote work from Poland;
Stable and long-term collaboration;
The possibility to play a key role in a rapidly growing company;
A great opportunity for personal development, support, and training;
The possibility to work in a friendly, multinational team of experts;
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