Project Manager (Customer Service Transformation)

Helprise; Warszawa; Hybrid; PLN 170,000 - 210,000; Full time

Benefits offered by this job

Private medical care

MultiSport card

Life insurance

Job summary

Helprise is seeking an experienced Project Manager to join the regional PMO, coordinating the EMEA Customer Service transformation portfolio through integrated plans, governance and effective escalation.

You will lead workshops, build business cases (options, costs and benefits), manage go‑live and handover, and collaborate with cross‑functional teams across EMEA and global functions. This role offers flexible working arrangements with remote or hybrid options based on the project and location.

Qualifications

• Degree or equivalent professional experience.
• Experience in project management, PMO or transformation in complex organizations.
• Experience coordinating regional projects and senior stakeholders.
• Strong planning, governance, risk management and reporting skills.
• Excellent written and spoken English.

Responsibilities

• Manage the EMEA Customer Service transformation portfolio with an integrated roadmap.
• Turn strategic priorities into clear project plans, governance and decision points.
• Lead core project governance: charters, plans, RACI, RAID, decisions and closure records.
• Prepare leadership updates and coordinate escalations.
• Build business cases (options, costs, benefits, risks).
• Run key governance forums: weekly workstream reviews, monthly Steering Committee, portfolio health reviews.
• Support RFI/RFP activities and consolidate regional requirements.
• Coordinate evaluation, due diligence and decision documentation.
• Collaborate across EMEA countries and global functions; lead workshops and supplier sessions.
• Coordinate transition plans, readiness, knowledge transfer, training and cutover.

Skills

Project management

PMO

Transformation

Stakeholder management

Planning & governance

Risk management

Reporting

English proficiency

RFI/RFP (nice to have)

Procurement liaison (nice to have)

Digital / AI initiatives (nice to have

Education

Degree or equivalent professional experience

Job description

Project Manager (Customer Service Transformation)

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.

Today we are looking for an experiencedProject Manager to join the regional PMO. The role focuses on coordinating a diverse portfolio of transformation, centralization and sourcing initiatives. As a Project Manager you will be responsible formanaging and coordinating the EMEA Customer Service transformation portfolio through integrated plans, governance, documentation, escalation and decision‑making.

YOU WILL

Manage the EMEA Customer Service transformation portfolio and maintain an integrated roadmap.

Turn strategic priorities into clear project plans, governance and decision points.

Lead core project governance: charters, plans, RACI, RAID, decisions and closure records.

Prepare leadership updates and coordinate escalations.

Build business cases (options, costs, benefits, risks).

Run key governance forums: weekly workstream reviews, monthly Steering Committee, portfolio health reviews.

Support RFI/RFP activities and consolidate regional requirements.

Coordinate evaluation, due diligence and decision documentation.

Collaborate across EMEA countries and global functions; lead workshops and supplier sessions.

Coordinate transition plans, readiness, knowledge transfer, training and cutover.

Manage go‑live, stabilization and handover.

Coordinate digital, automation and AI initiatives and required cross‑functional reviews.

Support communication, training and adoption plans.

Maintain risks, issues, approvals and change logs; ensure compliance with privacy, security, legal and HR requirements.

YOU NEED

Degree or equivalent professional experience.

Experience in project management, PMO or transformation in complex organizations.

Experience coordinating regional projects and senior stakeholders.

Strong planning, governance, risk management and reporting skills.

Excellent written and spoken English.

Nice to have:

Experience in Customer Service, Customer Success or Technical Support.

Experience with multi‑country RFI/RFP, outsourcing or transition projects.

Experience working with Procurement and cross‑functional control teams.

Exposure to digital, automation or AI initiatives.

Certifications such as PMP, PRINCE2, Agile, Lean or Six Sigma.

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.

Various forms of cooperation
At Helprise, you can choose the model that best suits your needs. We offer both employment contracts and flexible B2B cooperation options.

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.