Program Manager (Customer Services & Product Protection)

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 an organization that combines global reach with local talent. We work for companies that value quality, partnership, and responsibility, creating teams that really work. By precisely matching skills and business needs, we connect specialists with projects where their knowledge has a real impact. By joining us, you become part of an environment where matching is not a coincidence, but a decision.

We are looking for an experienced Program Manager to lead a strategic, global initiative focused on developing and launching customer protection and after-sales service solutions for connected consumer products. This role combines business ownership with end-to-end program delivery, covering business case development, operating model design, partner selection, commercial strategy, and international pilot execution.

The successful candidate will own the commercial outcome of the program and collaborate with senior stakeholders across business, technology, legal, finance, procurement, and external partners.

You will:

• 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.

• 8-12+ years of experience managing complex business transformation programs within consumer products, connected devices, after-sales services, protection programs, 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 initiatives involving multiple stakeholders.
• Strong financial acumen with experience building and defending business cases, financial models, and commercial assumptions.
• Understanding of commercial, contractual, and regulatory considerations in customer service or protection-related offerings.
• Experience working with subscription, membership, or service-based business models is highly desirable.
• Strong 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.
• Excellent analytical, negotiation, and decision-making skills.
• Fluent English.

• Work flexibility - We give you the opportunity to adjust your work to your lifestyle. We offer flexible hours as well as the possibility of remote or hybrid work, depending on the role and your preferences.
• Basic benefits package - We care about the health and well-being of our employees - we provide private medical care, a MultiSport card, and life insurance.

• Development on your terms - We provide an individual development budget that you can use for your professional growth. As a Lumina Learning partner, we also give you access to unique tools and the support of certified practitioners, so you can better understand your potential and strengthen your talents.

• Integration and shared experiences - We regularly enjoy new experiences together and build relationships in an inspiring atmosphere. From cooking sessions, through yoga weekends in nature, to the thrill of escape rooms.