Senior CS Program Manager

About the role

We are seeking a Senior CS Program Manager to lead strategic and operational programs that enhance the scalability and efficiency of our global Customer Support organization. In this role you will act as the operating backbone of CS transformation, providing structure, visibility and execution discipline across multiple regions and functions.

Key responsibilities

• Own the CS transformation portfolio, mapping, prioritising and tracking initiatives against measurable business outcomes.
• Lead strategic and operational programs across Customer Support, ensuring alignment with business priorities.
• Drive BPO and vendor transition programmes, coordinating workstreams, stakeholders and regional teams.
• Establish a centralized program‑management framework and maintain a trusted dashboard for progress, risks and impact.
• Coordinate cross‑functional initiatives involving Operations, Finance, Legal, Procurement, Product, Analytics, IT, Quality, Training and regional teams.
• Implement effective governance, reporting cadences and risk mitigation processes.
• Identify opportunities to simplify, automate and standardise Customer Support processes, including AI‑driven solutions.
• Prepare data‑driven updates and recommendations for senior leadership.

Required profile

• Significant experience in program or project management within Customer Support, Customer Experience or a similarly complex operational environment.
• Proven track record of delivering cross‑functional programmes from strategy through execution.
• Strong stakeholder management and ability to influence senior leaders across multiple regions.
• Comfort operating at both strategic and operational levels, with a data‑oriented decision‑making approach.

Required skills