Sr. Program Manager, EU CX

Global Recruitment (CS) is looking for an experienced Senior Project Manager to join the team. The successful candidate will become a key member of the European CS team. You will be responsible for driving a highly visible customer service program that directly impacts customer experience across the EU. You must be an experienced project manager with experience leading and executing complex expansion projects, preferably in a customer service or retail setting. You will work in a fast-paced, multi-tasking environment and have the opportunity to define, design and drive the vision and roadmap for projects.

As an Expert Contributor, you will be able to comfortably negotiate with key business partners and teams cross-functionally to achieve alignment on project vision, project selection and prioritization, and assume ultimate responsibility for all aspects of project execution. Define the direction of the program and, where appropriate, build consensus and clear direction across all levels of Global Recruitment.

Work with interdisciplinary and cross-functional teams including Customer Service, Retail, Supplier Services and Shipping, Software Development, and IT to design the program's standard operating procedures, processes, and technical requirements. Define, prioritize and plan projects that need to be implemented to meet process and technical requirements. Plan, secure resources and manage cross-functional teams to deliver these projects. Monitor execution and ensure project delivery maintains appropriate quality levels to ensure overall program integrity. Monitor the overall progress of the plan. Anticipate risks, resolve problems and take corrective action when necessary. Manage dependencies and interfaces between projects and negotiate necessary trade-offs. Competent stakeholder management and relationship building skills. Provide regular program progress reports. Where applicable, manage and monitor third-party contributions to the program. Have end-to-end responsibility for project execution and success.

We welcome candidates willing to work in one of the following locations: Luxembourg, LUX.

Basic qualifications:

• Experience using data and metrics to identify and drive improvements.
• Experience leading project strategy, end-to-end delivery, and communicating results to senior management.
• Program or project management experience.

Preferred Qualifications:

• Experience driving process improvements.