AXA PartnersAre you an experienced Program Manager with a passion for innovation and a track record of deploying cutting-edge contact center solutions ? AXA Partners is seeking a dynamic Next Generation Contact Center (NGCC) Senior Program Manager to drive our transformative initiatives across the globe.
If you thrive in complex environments, excel in cross-functional collaboration, and want to shape the future of customer engagement, this is your opportunity
As our NGCC Senior Program Manager, you will lead the end-to-end implementation of the Next Generation Contact Center program, a strategic initiative to redefine how AXA interacts with its customers worldwide.
Your main missions will include:
Leading the deployment of the NGCC program from requirements gathering to post-implementation support.
Designing and adapting delivery strategies based on operational and technological impacts.
Collaborating with cross-functional teams to identify and prioritize technology requirements aligned with business needs and customer expectations.
Managing project plans, timelines, budgets, and business cases to ensure successful deployment.
Working closely with IT teams and vendors to evaluate, select, and implement innovative CCaaS solutions.
Defining and tracking performance metrics to measure the success of AI technologies in enhancing customer experience and operational efficiency.
Leading change management efforts by communicating effectively and managing resistance.
Identifying risks early and developing mitigation strategies.
Providing regular updates to senior management on milestones, achievements, and challenges.
Engaging stakeholders across more than 20 geographies to ensure alignment and support.
What You'll Bring The ideal candidate will possess:
Fluent English (mandatory); French and Spanish are a plus.8-10+ years of experience in program or project management, especially with complex implementations in contact centers or customer service environments.
Proven success in deploying CCaaS solutions and implementing innovative AI technologies.
Strong leadership, communication, and stakeholder management skills.
Excellent analytical skills with the ability to interpret data for continuous improvement.
Certifications like PMP, PRINCE2, or equivalent are highly valued.
A Master's degree or advanced qualifications in related fields are preferred.
Ready to lead the future of customer engagement? Apply now and be part of our digital transformation journey
At AXA Partners, you will be part of a global organization committed to innovation and excellence. You will have the chance to shape a transformative project that will elevate customer interactions to new standards, leveraging the latest in cloud, AI, and automation technologies.
This role offers an exciting opportunity to work in a dynamic, international environment, leading impactful initiatives that make a real difference for millions of customers worldwide.
To apply, click on the 'apply for this job' button, you'll then need to log in or create a profile to submit your CV.
We're proud to be an Equal Opportunities Employer and don't discriminate against employees or potential employees based on protected characteristics.
If you have a long-term condition or disability and require adjustments during the application or interview process, please send an email to AXA Partners Global HR Response -
We're AXA Partners, experts at designing and delivering assistance solutions and specialised insurance, credit, and lifestyle protection – with and for our partners worldwide.
What sets us apart? The expertise and passion of our 8,500+ people, and a strong network of over 55,000 professionals all over the world.
Powered by them and our sector-leading technology, we continuously evolve, adapt and thrive – offering solutions and services that make sure we're always at people's side, no matter what.
Helping others is our passion. Combining the best digital technology with our warm, human touch, we're always looking at new ways to offer seamless and reassuring experiences when it really matters.
Join a company that helps protect the forests At AXA Partners, we plant a tree for every new recruit (with a permanent contract)
Full-time
Project Management and Information Technology
¿Te interesa este puesto?