We’re supporting a leading international insurance group in a large-scale transformation of its customer contact center. We’re looking for a senior program leader to coordinate business, operations and technology teams across multiple countries, with a strong focus on operational outcomes and adoption.

? The opportunity

Barcelona · Hybrid · Freelance

? Your mission

Lead the program from mobilisation through deployment and operational handover, aligning business priorities, customer experience and delivery across countries.

? What you’ll do

- Coordinate business, customer operations, technology teams and external partners across multiple workstreams.
- Engage business stakeholders to understand their needs, translate them into clear priorities and manage expectations.
- Build and maintain the roadmap, governance, milestones, dependencies, risks and issues.
- Track budgets, resources, vendors, KPIs and expected business benefits.
- Drive business readiness, change management, training, adoption, cutover, hypercare and transition to operations.




- Keep customer and agent experience at the centre of program decisions.

✅ What we’re looking for

- Strong experience leading large-scale, international transformation programs in Contact Center, Customer Service or Customer Experience environments.
- A business and operations-led approach to program delivery, with the ability to work effectively with technology teams and suppliers.
- Experience coordinating distributed teams and senior stakeholders across Business, Operations and IT.
- Strong program governance, planning, risk, budget, resource and vendor management skills.
- Excellent communication and stakeholder management skills.
- Fluent English.

✨ A strong plus

Experience with CCaaS platforms such as Genesys Cloud CX, and with contact center integrations involving CRM, case management, telephony, data or reporting.

? Interested?

Send me a message with your CV or share this opportunity with someone who could be a great fit.

📌 Senior Program Manager – Contact Center Transformation (Barcelona)
🏢 Talent-C
📍 Barcelona