Global AI Service Program Lead

7n; Warszawa; Remote; PLN 150,000 - 210,000; Full time

Benefits offered by this job

Dedicated agent

Consultant Development Program

7N Learning & Development

Spectacular integration events

Professional development

Access to industry experts

Complete benefits package

Job summary

7N is seeking an experienced Service AI Program Manager to lead end-to-end roadmaps and oversee global, multi-disciplinary streams. You will drive vendor relationships, steer governance bodies, and align AI use cases with core enterprise systems while measuring adoption and operational impact.

Ideal candidates bring 7+ years of program management in large-scale digital transformations, a proven AI/GenAI deployment track record, and strong English communication skills within regulated industries.

Qualifications

• 7+ years of project/program management experience driving large-scale digital transformation initiatives in global, matrixed organizations.
• Proven track record in deploying AI / GenAI technologies, NLP, VoiceBots, or Conversational AI platforms within Enterprise Customer Service or Field Support operations.
• Experience in Healthcare, Diagnostics, Medical Devices, or regulated technical service industries is a plus.
• Strong understanding of Service Operations (L1/L2/L3 support, Field Service workflows).
• Hands-on experience with service systems landscape (CRM, REXIS, CCaaS/Genesys, ServiceMax/Go app).
• Familiarity with ADKAR or Prosci models and excellent communication and executive presentation skills.
• Fluency in English.

Responsibilities

• End-to-end management of the Service AI Program Roadmap, ensuring on-time, on-budget delivery aligned with GS LT strategic priorities.
• Manage multi-disciplinary project streams, external vendor relationships, and internal IT/RDT interfaces.
• Lead Steering Committee updates, business case refinements, and stage-gate evaluations for scaling pilots.
• Drive metrics and usage adoption across regions (Service Copilot Adoption, Active Users vs. FTEs, SUS > 75).
• Monitor financial and operational impacts, including cost avoidance, case reduction, and resolution time acceleration.
• Align AI use cases with core enterprise systems (REXIS, ASAsphere, CCaaS/Telephony).
• Partner with Change Management Lead to manage workforce impact and upskill Field Service Engineers and CSC agents.

Skills

Project management

AI/GenAI deployment

Stakeholder management

Executive presentation

English fluency

Education

Tools

CRM systems

REXIS

CCaaS/Genesys

ServiceMax/Go app

Job description

7N is seeking an experienced Service AI Program Manager to lead end-to-end roadmaps and oversee global, multi-disciplinary streams. You will drive vendor relationships, steer governance bodies, and align AI use cases with core enterprise systems while measuring adoption and operational impact.

Ideal candidates bring 7+ years of program management in large-scale digital transformations, a proven AI/GenAI deployment track record, and strong English communication skills within regulated industries.