Senior Program Manager: Customer Service Transformation

Rhox; Brussel; On-site; EUR 90,000 - 130,000; Full time

Job summary

Rhox is seeking a senior business programme manager to lead transformation across customer service, after-sales and pre-collection journeys. You will own product priorities and business outcomes across assisted and digital channels.

Defin­ing roadmaps, prioritising investments, tracking budgets with Finance, and building Product Owners teams. You will drive digital service improvements, ensure governance and compliance, and influence executives across IT, Risk, Compliance, Finance and Operations.

Qualifications

• 10+ years in senior business, operations, product, transformation or Agile leadership.
• Experience in customer service and related journeys with operational economics.
• Proven delivery of digitalisation, automation and AI-enabled change with measurable outcomes.
• Experience managing complex portfolios and backlogs.
• Masters degree or equivalent; fluency in required languages.

Responsibilities

• Define product vision and roadmaps from customer and operational insights.
• Prioritise portfolio investments against value, risk, cost and capacity.
• Track budgets, adoption and realised benefits with Finance.
• Lead Product Owners and allocate business capacity.
• Drive digital service improvements across assisted and self-service channels.
• Embed compliance and asset-lifecycle governance in transformation plans.

Skills

Senior leadership

Product ownership

Agile leadership

Budget management

Stakeholder influence

Digital transformation

Portfolio management

Team development

Executive influencing

Education

Master's degree or equivalent

Tools

Genesys Cloud

AS400

OCR

Platform management

Job description

Rhox is seeking a senior business programme manager to lead transformation across customer service, after-sales and pre-collection journeys. You will own product priorities and business outcomes across assisted and digital channels.

Defin­ing roadmaps, prioritising investments, tracking budgets with Finance, and building Product Owners teams. You will drive digital service improvements, ensure governance and compliance, and influence executives across IT, Risk, Compliance, Finance and Operations.