Programme Lead

Overview

Our client, a global leader in the tech industry and an Aquent partner, is revolutionizing how people connect with services worldwide. With a mission to innovate and expand, they are at the forefront of shaping the future of on-demand experiences, constantly striving to deliver exceptional service and build a robust, user-centric ecosystem.

Are you ready to make a significant impact on the customer experience for a rapidly growing business in the delivery sector? We are seeking a dynamic and highly motivated Senior Program Manager to join a dedicated international team focused on enhancing the customer journey. In this pivotal role, you will be instrumental in shaping the support experience for millions of users across a broad region, driving strategic initiatives from conception to execution. Your work will directly influence operational efficiency, customer satisfaction, and the successful scaling of services in both established and emerging markets, ensuring that every interaction is seamless and positive.

This is a 6-months fixed term salaried position contracted via Aquent on behalf of our client as a third party. The role offers c.€97K / annum, pro rata – 40 hrs/week. There is the possibility for extension until November 2027. 

Due to the contracting nature of this role, only candidates with unrestricted rights to work in The Netherlands will be considered. 

What You’ll Do

• Design and execute cross-functional initiatives that enhance the customer support experience across automated, self-service, and agent-driven channels, improving quality, efficiency, and customer engagement.
• Lead the regional implementation and launch readiness of product and support initiatives across a broad region, ensuring operational viability, stakeholder alignment, training enablement, and post-launch performance monitoring.
• Serve as the regional customer experience representative in product discussions, translating customer insights, frontline feedback, and operational constraints into clear requirements and actionable input.
• Develop and maintain scalable support procedures, issue workflows, and policies for existing and new offerings across current and upcoming markets.
• Monitor operational performance using support metrics and customer experience indicators, identifying trends and surfacing insights to inform continuous improvement.
• Conduct root cause analysis on recurring issues and implement sustainable process and tooling enhancements in partnership with cross-functional teams.
• Identify and prioritize high-impact opportunities using data and customer insights to focus regional efforts where they drive the greatest value.
• Design and execute pilots and phased rollouts, testing initiatives before scale and iterating based on measurable outcomes.
• Collaborate and influence stakeholders across Operations, Risk, Product, Technology, and Customer Operations teams to align priorities and drive execution within a matrixed environment.

Must-Have Qualifications

• Min 8 years of experience in Program Management, Operations, or Product Operations, ideally within fast-paced, tech-driven environments.
• Advanced proficiency in Excel/Google Sheets, with a proven ability to translate raw data into strategic insights and actionable outcomes.
• Demonstrated ability to influence cross-functional teams (Product, Risk, Operations) within a matrixed environment.
• A proven track record of owning launch readiness, defining scalable workflows, and managing operational implementation.
• Strong working knowledge of support performance metrics, utilizing data to guide strategy, prioritize roadmaps, and assess results.
• Excellent stakeholder management skills, building trust and strong working relationships across diverse teams.
• Effective thought partner and influencer, capable of guiding cross-functional decisions across competing objectives and key performance indicators with confidence and empathy.
• A balance of strategic vision and operational rigor, comfortable with both long-term planning and rapid execution.
• Natural problem-solver: curious, analytical, and resilient in navigating ambiguity or competing priorities, with a proven ability to lead complex, cross-functional initiatives that deliver measurable impact at scale.
• Strong communicator with a knack for simplifying complexity and aligning teams toward a common goal.

Nice-to-Have

• SQL proficiency (the ability to write or modify queries).
• Experience working across various international markets, understanding regional variations in support operations, regulation, and customer behavior.
• Background in Trust & Risk, Fraud, or Customer Policy workflows.
• Experience implementing and scaling new and emerging technologies within customer experience or operations environments, ensuring operational readiness, adoption, and measurable performance impact.
• Experience across automated, self-service, and agent-driven support channels.