Customer Care AI Programme Manager (Remote, Europe)

Job summary

The role involves leading the transformation of customer experience through AI implementation in customer care. The manager will drive the Customer Care AI Programme, ensuring alignment with company goals and operational efficiency.

Qualifications

• Proven experience in programme and project management, successfully delivering complex, cross-functional initiatives.
• Strong understanding of customer care operations and key success metrics in a customer-centric environment.
• Experience with AI and data-driven projects, including knowledge of the AI/ML product lifecycle and governance.
• Exceptional stakeholder management and communication skills, capable of engaging both technical and non-technical audiences.
• Strategic thinker with the ability to navigate between high-level planning and detailed execution.
• Highly organized with a proactive, problem-solving mindset.
• Experience in change management and driving technology adoption.

Responsibilities

• Develop and execute a strategic programme plan for AI in customer care with clear ownership and measurable outcomes.
• Consolidate AI-related customer care activities under a unified governance structure, overseeing planning and execution.
• Serve as the central coordination point between Customer Care, AI/Data, Product, and Engineering teams.
• Establish a standardized lifecycle for AI initiatives, implementing a continuous improvement model.
• Prepare and deliver strategic briefings and updates for stakeholders, representing the programme in meetings.
• Implement a measurement framework to track AI initiative performance and provide data-driven reports.
• Lead change management efforts for new AI capabilities, ensuring necessary training and support are in place.

Skills

• Strong project management and organizational skills.
• Excellent communication and stakeholder engagement abilities.
• Proficiency in AI and data-driven project management.

Education

• Relevant degree or equivalent experience in a related field.

Tools

• Familiarity with project management software and AI tools.