Program Manager Business (M/F/D)
Core
Lead a multidisciplinary team to own the business vision, roadmap, and results for customer contact, after-sales, and pre-collection journeys across Belgium and the Netherlands.
Role type
Senior Program Manager (Business/Operations/Product)
Builds
Customer contact, after-sales, and pre-collection journeys; AI and automation initiatives in the contact center.
Domain
Financial services / Regulated service environment / Contact center operations
Deliverable
product features
Required skills
Strategic vision and roadmap definition, Portfolio management and prioritization, Digitalization and AI strategy, Operational efficiency improvement, Compliance and risk integration, Team leadership and Agile maturity, Business and financial acumen, Technical architecture understanding, Cross-functional stakeholder engagement
Preferred skills
Experience in regulated environments, Track record in AI-enabled change delivery, Ability to influence executive management
Technologies
AI, automation, chatbot, voice, email, digital-contact platforms, cloud, data, security tools
Responsibilities
Define and share a clear vision for customer journeys, Turn feedback and data into a coherent roadmap, Own the product portfolio and prioritize initiatives, Drive the responsible roll-out of AI and automation, Identify and deliver measurable efficiency gains, Integrate regulatory requirements into the roadmap, Lead the Tribe Leadership Team and develop Product Owners, Report on value, delivery, budget, risks and decisions
Seniority
Senior, hands-on IC with leadership responsibilities