Program Manager

OPTIMUS IT SERVICES; Brussel; On-site; EUR 120,000 - 150,000; Full time

Job summary

OPTIMUS IT SERVICES invites an experienced business leader to drive customer experience and digital transformation across Belgium and the Netherlands. You will define strategic vision for customer service, after-sales, and collections, lead a cross-functional team, and foster Agile maturity while partnering with IT, Risk, Compliance, and Finance to realize measurable improvements.

The ideal candidate holds at least 10 years of leadership experience and a Master’s degree, with fluency in English

Qualifications

• 10+ years of leadership in business, operations, product management, or transformation.
• Proven experience in customer service, contact centers, after-sales, or collections.
• Track record in digital transformation, automation, AI-enabled initiatives.
• Strong portfolio management, strategic planning, financial acumen.
• Experience leading multidisciplinary teams and developing Product Owners.
• Solid understanding of Agile, business cases, budgets, and benefit realization.
• Excellent English and French; Dutch is a strong asset.
• Master’s degree or equivalent professional experience.

Responsibilities

• Define and drive strategic vision and transformation roadmap for customer service, after-sales, and pre-collection journeys.
• Lead portfolio and backlog prioritization, aligning business objectives, customer value, operational efficiency, and strategic goals.
• Champion digitalization, automation, AI-enabled customer contact, chatbots, self-service solutions, and contact-center technologies.
• Drive measurable improvements in customer satisfaction, operational performance, cost-to-serve, and business outcomes.
• Lead, coach, and develop Product Owners while strengthening Agile maturity and cross-functional collaboration.
• Partner with senior management, IT, Operations, Risk, Compliance, Finance, and Data teams.
• Ensure regulatory compliance, operational resilience, risk management, and effective lifecycle governance.
• Master’s degree or equivalent professional experience.

Skills

Strategic leadership

Transformation

Product management

Agile leadership

Stakeholder management

Operations management

Digital transformation

Budget & business case

AI initiatives

Portfolio management

Team coaching

Education

Master’s degree

Job description

Are you an experienced business leader passionate about customer experience, digital transformation, AI-driven innovation, and Agile leadership? This is an exciting opportunity to lead a major business tribe within the financial services sector, driving transformation across Belgium and the Netherlands.

• Define and drive the strategic vision and transformation roadmap for customer service, after-sales, and pre-collection journeys.
• Lead portfolio and backlog prioritization, aligning business objectives, customer value, operational efficiency, and strategic goals.
• Champion digitalization, automation, AI-enabled customer contact, chatbots, self-service solutions, and contact-center technologies.
• Drive measurable improvements in customer satisfaction, operational performance, cost-to-serve, and business outcomes.
• Lead, coach, and develop Product Owners while strengthening Agile maturity and cross-functional collaboration.
• Partner with senior management, IT, Operations, Risk, Compliance, Finance, and Data teams.
• Ensure regulatory compliance, operational resilience, risk management, and effective lifecycle governance.
• At least 10 years of relevant professional experience in business leadership, operations, product management, or transformation.
• Proven experience in customer service, contact centers, after-sales, pre-collection, or collections.
• Demonstrated success in digital transformation, automation, AI-enabled initiatives, and measurable business improvements.
• Strong portfolio management, strategic planning, financial acumen, and stakeholder management capabilities.
• Experience leading multidisciplinary teams and developing Product Owners.
• Solid understanding of Agile methodologies, business cases, budgets, and benefit realization.
• Ability to influence senior stakeholders and balance customer value, cost, risk, and technical feasibility.
• Languages: Excellent English and French; Dutch is a strong asset.
• Master’s degree or equivalent professional experience.

Ideal Candidate Profile

We’re looking for a strategic and customer-centric leader who combines a helicopter view with a hands-on approach, makes data-driven decisions, inspires teams, and translates business strategy into measurable results.

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