Senior Program Manager – Contact Center Transformation

Talent-C; Barcelona; On-site; EUR 90,000 - 130,000; Full time

Job summary

Talent C is seeking a senior program leader to coordinate business, operations and technology teams across countries within a large-scale transformation for an international insurance group. The role focuses on operational outcomes, adoption and delivering customer experience improvements.

You will mobilise and deploy the program, ensuring alignment of priorities with business needs, governance, and successful transition to ongoing operations across multiple countries and partners.

Qualifications

• Experience leading large-scale, international transformation programs in contact center or customer experience environments.
• Ability to coordinate across Business, Operations and IT with suppliers.
• Strong governance, planning, risk and vendor management skills.
• Excellent communication and stakeholder management abilities.

Responsibilities

• Coordinate business, customer operations, technology teams and external partners across multiple workstreams.
• Engage stakeholders to translate needs into clear priorities and manage expectations.
• Build and maintain the roadmap, governance, milestones, dependencies, risks and issues.
• Track budgets, resources, vendors, KPIs and expected business benefits.
• Drive business readiness, change management, training, adoption, cutover, hypercare and transition to operations.
• Keep customer and agent experience at the centre of program decisions.

Skills

Senior program leadership

Cross-functional leadership

Stakeholder management

Budget management

CCaaS awareness

Job description

We’re supporting a leading international insurance group in a large-scale transformation of its customer contact center. We’re looking for a senior program leader to coordinate business, operations and technology teams across multiple countries, with a strong focus on operational outcomes and adoption.

The opportunity

Lead the program from mobilisation through deployment and operational handover, aligning business priorities, customer experience and delivery across countries.

What you’ll do

• Coordinate business, customer operations, technology teams and external partners across multiple workstreams.
• Engage business stakeholders to understand their needs, translate them into clear priorities and manage expectations.
• Build and maintain the roadmap, governance, milestones, dependencies, risks and issues.
• Track budgets, resources, vendors, KPIs and expected business benefits.
• Drive business readiness, change management, training, adoption, cutover, hypercare and transition to operations.
• Keep customer and agent experience at the centre of program decisions.

What we’re looking for

• Strong experience leading large-scale, international transformation programs in Contact Center, Customer Service or Customer Experience environments.
• A business and operations-led approach to program delivery, with the ability to work effectively with technology teams and suppliers.
• Experience coordinating distributed teams and senior stakeholders across Business, Operations and IT.
• Strong program governance, planning, risk, budget, resource and vendor management skills.
• Excellent communication and stakeholder management skills.

Experience with CCaaS platforms such as Genesys Cloud CX, and with contact center integrations involving CRM, case management, telephony, data or reporting.