LAT Customer Program Management Head

Nokia; Rio de Janeiro; Presencial; BRL 120.000 - 160.000; Tempo integral

Resumo da oferta

A leading company in the Telecom industry seeks a senior leader for Services Delivery. This role involves managing Customer Care and Program Management teams, enhancing customer experience, and ensuring effective service delivery. Ideal candidates will have extensive experience in the Telecom sector, strong leadership skills, and a customer-centric approach.

Qualificações

• 15+ years of leadership experience in Services Delivery within the Telecom industry.
• PMI-PMP certification or equivalent Project Management credential preferred.
• Fluency in English; Spanish and Portuguese are a plus.

Responsabilidades

• Lead the Customer Care and Program Management teams.
• Ensure proactive risk management and mitigation planning.
• Monitor and analyze Market Services KPIs.

Conhecimentos

Leadership

Communication

Customer-centric mindset

Project Management

Crisis Management

Formação académica

Bachelor’s degree in Engineering, Computer Science, or related field

Descrição da oferta de emprego

Business Operations (BOP) comprises general operations and management of a business or business support function. It ensures that the organisation runs effectively and efficiently by providing a bridge between strategic vision and operational readiness.

Qualifications

• 15+ years of leadership experience in Services Delivery within the Telecom industry, with a strong background in Care Services and Project Management.
• Bachelor’s degree in Engineering, Computer Science, or a related field.
• Fluency in English; Spanish and Portuguese are a plus.
• Extensive experience with Nokia solutions, especially within the CNS portfolio in Packet Core, IMS, Cloud Infrastructure.
• Customer-centric mindset with excellent communication and management skills.
• Strong leadership and people management skills, with a solid governance approach and a collaborative, one-team mindset.
• Proactive attitude, ownership, and empowerment in driving initiatives across multi-domain and multi-cultural environments.
• Excellence in handling customer escalations and managing crisis situations effectively.
• World-class skills in planning, preparation, and flawless execution.
• Focus on financial adherence, ensuring cost alignment with business targets.
• PMI-PMP certification or equivalent Project Management credential is preferred.

Responsibilities

• Lead the Customer Care and Program Management teams, including direct people management responsibilities.
• Foster strong collaboration between Care and Delivery teams to enhance customer experience.
• Ensure proactive risk management and mitigation planning across all Care and Services operations.
• Monitor and analyze Market Services KPIs to identify gaps and drive corrective actions with the respective teams.
• Support global programs and transformation initiatives within Care and Services Delivery.
• Develop and strengthen team competencies, empowering Care and Project Management teams to grow and improve delivery quality.
• Drive cross-functional collaboration between PMs and CCaMs, optimizing resource utilization and reducing the risk of unattended demands or employee burnout.
• Ensure Care and Project Management resourcing demands are met timely and align with business needs.
• Ensure all Care and Project Management practices are fully aligned with CNS MoO, Delivery Models, and Nokia’s Project Management methodologies.
• Promote a customer-centric culture through proactive engagement and ownership of all activities within the contract scope, including customer complaints, high complex emergencies, and outages.
• Ensure data quality and consistency across all project-related tools and repositories, such as CDB, PMAT, and others.
• Lead special programs defined by the Market Services organization.