Job
Core
Lead strategic and operational programs to improve the scalability, efficiency, and operating model of global Customer Support, including BPO transitions and process automation.
Role type
Senior Program Manager (Customer Support Operations)
Builds
Scalable BPO operating models, centralized program management frameworks, and automated support processes.
Domain
Customer Support / Operations / Business Process Outsourcing
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Program management, cross-functional stakeholder management, global/multi-region operations, process structuring, program governance, analytical problem-solving, data-driven reporting, vendor relationship management, AI/automation implementation
Preferred skills
BPO and external service provider experience, Customer Support operations, ride-hailing/mobility/logistics/marketplace industry, FAANG/global tech experience (Uber, Bolt, Careem), PMP/PRINCE2 certification, budget management
Technologies
AI, automation tooling, program management frameworks
Responsibilities
Own the CS transformation portfolio and map initiatives to business outcomes; Lead strategic and operational programs across Customer Support; Drive BPO and vendor transition programs; Establish a centralized program management framework; Build and maintain a trusted portfolio dashboard; Lead complex cross-functional initiatives; Establish program governance and reporting cadences; Monitor progress and resolve risks/bottlenecks; Coordinate BPO operating model elements (contracts, commercial models, payments); Identify opportunities to simplify, automate, and standardize processes; Prepare data-driven updates for senior leadership.
Seniority
Senior, hands-on IC with strategic influence
