Implementatie Manager (m/v/x)
Core
Leading the preparation and implementation of large-scale transitions affecting customer service processes, systems, and employees.
Role type
Senior IC implementation manager (customer service)
Builds
Operational readiness for complex customer service environment transitions
Domain
Customer service operations and IT integration
Required skills
Operational readiness management, end-to-end testing coordination, fallback/recovery scenario design, stakeholder management, change management, incident monitoring, documentation and knowledge transfer
Preferred skills
Experience with high-volume customer environments (>2M contacts/year), cross-functional team leadership, analytical problem solving
Technologies
N/A
Responsibilities
Lead preparation and implementation of complex changes in a customer service environment; Define operational readiness criteria, milestones, and acceptance conditions; Organize governance, monitoring, and progress reporting; Coordinate customer service contributions to chain and end-to-end testing; Prepare and implement runbooks and scenarios for fallback, recovery, escalation, and adjustment; Lead activities during go-live and hypercare; Monitor incidents, customer impact, service levels, and employee workload; Facilitate knowledge transfer and sustainable integration within the line organization.
Seniority
Senior, hands-on IC
