Company Overview

team.blue is the market leader in enabling digital success for small and medium-sized businesses (SMBs) across Europe, catering to over 3 million customers in 25+ languages. Our mission is to make online business success simpler, by providing our customers with all the tools and resources they need to excel online and remain ahead of the curve.

Position Overview

As the Customer Care AI Programme Manager, you will be a key leader in transforming our customer experience through the strategic implementation of AI. Reporting to the Group Director of Customer Success, you will be responsible for driving the Customer Care AI Programme, moving from a series of fragmented experiments to a unified, scalable, and efficient 'delivery factory'. This high-impact role is designed for a strategic and operational leader who excels at turning vision into action, ensuring cross-functional alignment, and driving execution excellence across all AI-driven customer care initiatives.

Key Responsibilities:

·       Programme Strategy & Execution: Translate the strategic vision for AI in customer care into an actionable programme plan with clear ownership, timelines, and measurable outcomes. Drive the execution of the programme, ensuring it aligns with the broader company goals and the specific needs of the Customer Success organization.

·       Unified Programme Management: Consolidate all AI-related customer care activities under a single, unified programme governance structure. Lead the end-to-end coordination of the AI in Customer Care project portfolio, overseeing planning, dependencies, resourcing, and execution progress across all teams.

·       Cross-functional Orchestration: Act as the central point of contact and coordination between the Customer Care, AI/Data, Product, and Engineering teams. Foster a collaborative environment, ensuring seamless communication, alignment on priorities, and rapid decision-making.

·       'Delivery Factory' Implementation: Establish and manage a standardized, evidence-based lifecycle for all AI initiatives, from ideation and testing to deployment and scaling. Implement a continuous improvement model to ensure the programme learns and adapts.

·       Stakeholder Management & Communication: Prepare and deliver strategic briefings, presentations, and updates for a wide range of stakeholders, including executive leadership. Represent the Customer Care AI Programme in cross-functional meetings and forums.

·       Performance Measurement & Reporting: Implement and manage a standardized, automated measurement framework to track the performance of all AI initiatives. Provide regular, data-driven reports on the programme's progress and impact on key business metrics (e.g., CSAT, cost savings, agent productivity).

·       Change Management & Enablement: Lead the change management efforts associated with the rollout of new AI capabilities and processes. Ensure that all necessary training, documentation, and support are in place to drive successful adoption.

Ideal Profile:

·       Proven experience in programme and project management, with a track record of successfully delivering complex, cross-functional initiatives.

·       Strong understanding of customer care operations and the key metrics that drive success in a customer-centric organization.

·       Experience with AI and data-driven projects, with a solid understanding of the AI/ML product lifecycle, strategy, and governance.

·       Exceptional stakeholder management and communication skills, with the ability to effectively engage and influence both technical and non-technical audiences.

·       A strategic thinker with the ability to operate at both the strategic and tactical levels, seamlessly moving between high-level planning and detailed execution.

·       Highly organized, with a proactive, problem-solving mindset and a strong bias for action and execution.

·       Experience in change management and a proven ability to drive adoption of new technologies and processes.

"Come as you are"

Everyone is welcome here. Diversity & Inclusion are at our core. Far above any technical competence, we value respect, openness, and trusted collaboration. We do not tolerate intolerance.

Right to work

At any stage, please be prepared to provide proof of eligibility to work in the European country you are applying for. Unfortunately, we are unable to support Sponsorship Visas

ESG

“At team.blue, our commitment to caring for the environment and each other is at the heart of everything we do. Our latest impact report showcases our ongoing ESG efforts and ambitious sustainability goals. Interested in learning more about our dedication to making a positive impact? Check it out here.”