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Global Program Lead for Customer Experience

1 tydzień temu

Kraków, Lesser Poland Heineken Pełny etat

We are seeking a highly experienced professional to lead our Global Customer Service & Logistics (CS&L) department. As a GCS&L Program Lead, you will be responsible for supporting the successful deployment of customer service platforms as part of our global business transformation roadmap. You will work closely with our DBB transition team and local OpCo teams to ensure efficient and effective deployments that maximize the value generated by our global tools and processes.

Your Responsibilities Will Include:
  • Leading cross-functional teams to achieve business objectives during business transitions.
  • Developing and implementing CS DBB platforms to enhance customer service capabilities.
  • Managing project roadmaps, timelines, and budgets to ensure successful deployments.
  • Collaborating with subject matter experts to provide guidance and oversight on OpCo deployments.
  • Creating global training blueprints and delivering platform trainings to ensure standardization and consistency.

You will also be responsible for aligning and managing localization requests, driving OpCo engagement and project agendas, transferring knowledge, and handing over responsibilities to OpCos while sharing best practices and learnings across OpCos and within the Global CS&L.