Global Program Lead - Customer Protection & After-Sales

Helprise; Kraków; Hybrid; PLN 260,000 - 420,000; Full time

Benefits offered by this job

Private medical care

MultiSport card

Life insurance

Development budget

Job summary

Helprise is seeking an experienced Program Manager to lead a global initiative focused on customer protection and after-sales service solutions for connected consumer products. You will own end-to-end program delivery from business case to pilot and scale.

The role involves cross-functional leadership across business, technology, legal, finance, procurement, and external partners, plus executive-level decision materials and go-live readiness.

Qualifications

• 8-12+ years of experience managing complex business transformation programs within consumer products or related industries.
• Proven experience owning end-to-end strategic programs as a business lead, beyond traditional project or PMO responsibilities.
• Hands-on experience leading vendor sourcing, procurement, or strategic partner selection with multiple stakeholders.
• Strong financial acumen with experience building and defending business cases and financial models.
• Understanding of commercial, contractual, and regulatory considerations in customer service offerings.
• Experience with subscription, membership, or service-based business models is highly desirable.
• Excellent executive communication and stakeholder management skills with the ability to influence senior decision-makers.
• Demonstrated ability to lead cross-functional international teams and deliver large-scale strategic initiatives.
• Analytical, negotiation, and decision-making skills.
• Fluent English.

Responsibilities

• Own the program end-to-end, from business case development through pilot delivery and scale-up recommendations.
• Lead the development and validation of the commercial and financial business case, including investment analysis and unit economics.
• Drive vendor sourcing and selection processes, including RFI/RFQ preparation, evaluation, negotiations, and recommendation.
• Define and implement the operating model for customer protection and after-sales service solutions.
• Coordinate cross-functional teams across business, technology, legal, procurement, finance, operations, and regional markets.
• Prepare executive-level presentations, investment recommendations, and decision materials for senior leadership.
• Oversee launch readiness, including contracting, partner onboarding, operational preparedness, and go-live activities.
• Design, monitor, and evaluate pilot programs, defining success metrics and providing recommendations for future expansion.
• Manage day-to-day program governance, risks, dependencies, and stakeholder communication.

Skills

End-to-end program leadership

Stakeholder management

Executive communication

Vendor sourcing & procurement

Financial modelling

Contractual & regulatory understanding

Cross-functional collaboration

Negotiation

Analytical thinking

Decision making

Job description

Helprise is seeking an experienced Program Manager to lead a global initiative focused on customer protection and after-sales service solutions for connected consumer products. You will own end-to-end program delivery from business case to pilot and scale.

The role involves cross-functional leadership across business, technology, legal, finance, procurement, and external partners, plus executive-level decision materials and go-live readiness.