Senior Program Manager – ustomer Experience
Location: Amsterdam, Netherlands (preferred)
Fixed-Term Contract (18 Months)
About the Opportunity
Join a global technology-driven organization that is transforming how millions of customers interact with digital services every day. We are looking for a strategic and execution-focused Senior Program Manager to lead customer experience and support operations initiatives across the EMEA region.
In this role, you will shape and scale customer support experiences by driving the successful implementation of new technologies, operational processes, and service improvements. Working at the intersection of Operations, Product, Technology, Risk, and Customer Experience, you will ensure that innovative solutions are operationally ready, effectively adopted, and deliver measurable impact for customers and the business.
This is an exciting opportunity for someone who thrives in a fast-paced environment, enjoys solving complex operational challenges, and can translate customer insights into scalable programs that improve quality, efficiency, and satisfaction.
What You'll Do
- Lead regional programs that enhance customer support experiences across self-service, automated, and agent-assisted channels.
- Drive end-to-end implementation of technology and operational initiatives, ensuring successful launch readiness, stakeholder alignment, training, and performance tracking.
- Act as the voice of Customer Experience in cross-functional discussions, translating customer feedback and operational insights into actionable recommendations.
- Design and optimize scalable support processes, workflows, policies, and operating models across multiple markets.
- Establish performance frameworks and monitor operational KPIs to identify trends, opportunities, and service improvement initiatives.
- Conduct root-cause analyses to resolve recurring customer issues and implement sustainable operational and technology enhancements.
- Prioritize high-impact opportunities using customer insights, operational metrics, and business data.
- Manage pilots, experiments, and phased rollouts to validate new initiatives before broader deployment.
- Partner with Product, Engineering, Operations, Risk, Policy, and Support teams to drive alignment and execution across a complex stakeholder environment.
- Deliver measurable improvements in customer satisfaction, operational efficiency, service quality, and business outcomes.
What We're Looking For
- 8+ years of experience in Program Management, Customer Experience, Product Operations, Business Operations, or Support Operations.
- Proven track record of leading large-scale, cross-functional programs in technology-driven and fast-paced environments.
- Strong analytical skills with the ability to transform complex data into meaningful insights, business recommendations, and strategic actions.
- Advanced proficiency in Excel and/or Google Sheets, with the ability to leverage data for decision-making and performance management.
- Experience using customer support metrics and operational KPIs to define priorities, drive improvements, and measure success.
- Exceptional stakeholder management and influencing skills, with the ability to build strong partnerships across diverse functions.
- Strong communication and presentation skills, including experience engaging senior leadership audiences.
- Ability to balance strategic thinking with operational execution while navigating ambiguity and competing priorities.
- Demonstrated success in problem-solving, process optimization, and delivering impactful outcomes at scale.
Preferred Experience
- Experience supporting multiple EMEA markets and working within internationally distributed teams.
- Knowledge of customer support operations, customer policies, trust & safety, fraud prevention, or risk-related workflows.
- SQL proficiency and experience using data-querying tools for operational insights and decision-making.
- Experience implementing and scaling emerging technologies, automation tools, AI-driven solutions, or digital transformation initiatives.
- Background in operational readiness, change management, and technology adoption programs.
Why Join Us?
- Lead high-visibility programs with regional impact across EMEA.
- Influence customer experience strategy and operational transformation.
- Collaborate with talented teams across Product, Technology, Operations, and Customer Experience.
- Drive meaningful improvements that impact millions of customer interactions.
- Gain exposure to cutting-edge technologies and innovative support solutions within a globally recognized digital organization.
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