Project manager in customer service

Change; Netherlands; Hybrid; EUR 67,000 - 84,000; Full time

Job summary

Change ищет опытного Senior Project Manager для руководства сложными проектами в области обслуживания клиентов и AI-решений. Вы будете координировать внедрения, трансформации и цифровизацию операций, управлять бюджетами и участниками, обеспечивая достижение целей в условиях быстро меняющихся требований.

Если вы обладаете опытом в управлении несколькими проектами одновременно, владеете PRINCE2 и Agile/Scrum, говорите на нидерландском и английском языках — присоединяйтесь к нашей команде и

Qualifications

• Опыт не менее 5 лет в роли Project Manager в сложных операционных или технологических проектах.
• Опыт реализации, трансформаций или изменений.
• Умение независимо запускать проекты: планирование, объём, deliverables и бюджет.
• Сильные навыки управления заинтересованными сторонами на уровне руководства и внешних партнеров.
• Умение параллельно вести несколько сложных проектов.

Responsibilities

• Успешная реализация ряда проектов, включая внедрение контакт-центр и AI-платформ.
• Координация участников и действий по процессам RFP и тендеров.
• Онбординг и трансформация клиентов: настройка и масштабирование операций.
• Оптимизация и цифровизация операций по обслуживанию клиентов.
• Достижение результатов проекта с учётом рамок, сроков и бюджета.
• Идентификация рисков и зависимостей и своевременное информирование об их влиянии.
• Представление решений стейкхолдерам и обеспечение своевременного принятия решений.
• Обеспечение надлежащего управления и выполнения на разных уровнях руководства.

Job description

Описание:

Change helps organizations set up their customer contact more intelligently, efficiently and for the future. We combine strong operations with technology, AI and innovation to improve customer service operations structurally and sustainably. From contact center platform implementations to AI-driven customer service solutions, we deliver complex transformation projects with a direct impact on customer experience, efficiency and scalability. As we grow, we are looking for an experienced Senior Project Manager to lead complex projects successfully, bring stakeholders along and take responsibility for results.

Задачи:

Successfully deliver a range of projects, including contact center and AI platform implementations. Coordinate the parties and activities involved in RFP and tender processes. Onboard and transition new clients, for example by setting up and scaling customer contact operations. Optimize and digitalize customer operations. Deliver transformation projects within customer service environments. Coordinate collaboration projects with external suppliers and technology partners. Independently take on projects and translate objectives into concrete project plans, scope, deliverables and budgets. Monitor scope, planning, quality, budget and deadlines. Identify risks, dependencies and potential delays in a timely manner, and make their impact clear. Hold internal and external stakeholders to their commitments and ensure that any obstacles are discussed in a timely manner. Present concrete solutions and options to the appropriate stakeholders so that decisions can be made in a timely manner. Manage stakeholders at operational, tactical and executive levels. Ensure clear governance, structure and execution. Coordinate collaboration between project teams and external parties, without needing to manage them hierarchically. Take ownership of results and progress.

Требования:

At least 5 years of experience as a Project Manager in complex operational or technological environments. Experience with implementation, transformation or change projects. Demonstrable experience independently setting up and managing projects, including planning, scope, deliverables and budget monitoring. An affinity with customer operations, contact centers and/or AI solutions. Strong stakeholder management skills, including with senior management, executives and external parties. Ability to manage multiple complex projects in parallel. A proactive approach, identifying risks and obstacles early and proposing concrete solutions. Strong communication skills in Dutch and English. A structured, pragmatic and results-oriented way of working. Ownership, decisiveness and execution power. Experience applying PRINCE2 and Agile/Scrum principles. This role suits someone who is energized by responsibility, complexity and change. You are comfortable in an environment where many things happen at once, switch quickly between strategy and operations, and stay calm when pressure increases. You take the lead independently, do not wait when things threaten to stall, and know when to elevate or when a decision is needed. You do not need to be a specialist in everything, but you know how to bring people, processes and technology together successfully.

Условия:

A key role within a fast-growing organization in customer service and AI. A high level of autonomy, responsibility and influence. Complex projects with visible impact across a range of organizations. Working at the intersection of operations, technology and innovation. An entrepreneurial environment with short lines of communication and plenty of room for initiative. Working with professionals who take ownership and want to build. Working from one of our offices in Rotterdam, Amsterdam or Utrecht, alternating with working from home. Salary between €6,000 and €7,500, depending on knowledge and experience.