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

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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. xkdbapo

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

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