Winged IT

Senior Business Project and Program Manager

110 - 115 PLN/ godz./ godz.B2BB2B (netto)

SeniorZdalnie·WarszawaFull-time·B2B

#460179·Dodano 10 dni temu·1

Źródło: justjoin.it

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Tech Stack / Keywords

Project Management

Podsumowanie oferty

The Senior Business Project and Program Manager will lead the Service AI portfolio within Global Customer Support at the Diagnostics division of a global biotech company. The role focuses on turning strategic objectives into coordinated business execution across global and regional service teams, covering Service Copilot, Online Support Chatbot, VoiceBots, Automated Call Summarization, and Field Service AI Augmentation.

Wymagania

Master’s degree in Business Administration, Management, Engineering, Economics, or a related field.
At least 7 years of project or program management experience within large-scale business transformation programs in global matrix organizations.
Strong experience managing complex stakeholder environments involving senior executives, business functions, regional teams, and external partners.
Experience within Customer Care, Customer Service, Field Service, contact centers, or global service operations.
Strong business acumen and the ability to connect program activities with operational and commercial outcomes.
Excellent communication, facilitation, negotiation, and executive presentation skills.
High emotional intelligence, diplomacy, resilience, and the ability to handle difficult conversations.
Ability to influence without authority, resolve conflicts, and create alignment between teams with competing priorities.
Strong organizational skills and the ability to maintain clarity in a complex, fast-changing environment.
Fluency in English.

Nice to have:

A project or program management certification, such as PMP, PRINCE2, Agile, or Scrum, is strongly preferred.
Previous involvement in digital, automation, AI-enabled, or process transformation programs is an advantage; detailed technical expertise is not required.

Obowiązki

Program Execution & Governance

Manage the Service AI Program Roadmap end to end, ensuring timely delivery, budget control, and alignment with Global Service Leadership priorities.
Translate strategic objectives into clear plans, milestones, responsibilities, and measurable business outcomes.
Coordinate multidisciplinary business streams, regional teams, external partners, and supporting technology functions.
Lead Steering Committee updates, business-case refinements, decision-making processes, and stage-gate evaluations.
Identify program risks, dependencies, conflicts, and organizational barriers, and ensure they are addressed effectively.

Stakeholder Management & Business Alignment

Build strong relationships with senior leaders, business owners, regional representatives, service teams, external vendors, and other key stakeholders.
Facilitate alignment between global strategy and regional or local business needs.
Manage expectations and maintain transparent communication across stakeholder groups with different priorities.
Influence decisions without direct authority and create commitment around common goals.
Prepare clear, concise, and business-focused presentations for executive and operational audiences.

KPI Alignment & Adoption

Define and monitor business, operational, and adoption indicators across regions.
Track employee adoption, customer service outcomes, cost avoidance, case-volume reduction, and improvements in resolution time.
Ensure that success is measured not only by solution delivery but also by business impact and sustainable adoption.
Work with regional and operational teams to identify barriers and agree on corrective actions.

Cross-Functional Collaboration & Organizational Change

Coordinate cooperation between Customer Support, Field Service, business operations, Change Management, Communications, People, Learning, Data, and technology teams.
Work closely with the Change Management Lead to manage workforce impact, change fatigue, and employee concerns.
Support the transition of Customer Care and Field Service teams to new processes and ways of working.
Ensure that business requirements remain central throughout design, testing, implementation, and adoption activities.

Benefity

Stable and long-term collaboration.
Opportunity for personal development, support, and training.

Inne informacje

The role is remote from Poland.
The stated start date is ASAP.
The recruitment process consists of two online interviews.

Winged IT

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