Project Manager (Customer Service Transformation)

Helprise; Warszawa; Hybrid; PLN 180,000 - 240,000; Full time

Benefits offered by this job

Private medical care

MultiSport card

Life insurance

Development budget

Lumina Learning tools access

Team events

Job summary

Helprise is seeking an experienced Project Manager to join the regional PMO, coordinating a diverse portfolio of transformation and sourcing initiatives across the EMEA region. The role focuses on integrated plans, governance, documentation, escalation and decision-making to drive successful outcomes.

You will collaborate with cross-functional teams, lead governance forums, and develop business cases while ensuring compliance and stakeholder alignment across multiple countries.

Qualifications

• Experience coordinating transformation portfolios across multiple regions.
• Strong governance and decision-making skills.
• Ability to build business cases and manage risks.

Responsibilities

• Manage the EMEA Customer Service transformation portfolio and integrated roadmap.
• Translate priorities into project plans, governance and decisions.
• Lead core governance: charters, plans, RACI, RAID, decisions and closure records.
• Prepare leadership updates and coordinate escalations.
• Build business cases with options, costs, benefits and risks.
• Run governance forums: weekly workstreams and monthly Steering Committee.
• Support RFI/RFP activities and consolidate regional requirements.
• Coordinate evaluation, due diligence and decision documentation.
• Collaborate across EMEA 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 cross-functional reviews.
• Support communication, training and adoption plans.
• Maintain risks, issues, approvals and change logs; ensure privacy, security, legal and HR compliance.

Skills

Project management

Portfolio management

Stakeholder management

Governance

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.

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 for managing 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.

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.