Job Title: Program Manager – Support Operations & Experience (EMEA)
Location: UK (Remote)
Contract: 12-Month Contract
Work Pattern: Remote with occasional flexibility to collaborate across US time zones
About the Role
We are looking for an experienced Program Manager to join a high-performing Support Operations team, driving strategic programs that enhance customer support experiences, improve operational efficiency, and enable AI-led transformation initiatives.
This is an excellent opportunity for someone who thrives in a fast-paced environment, enjoys solving complex operational challenges, and can successfully lead cross-functional projects from concept through delivery.
Key Responsibilities
- Lead complex, cross-functional programs from planning through execution and delivery.
- Drive collaboration across Operations, Product, Engineering, Policy, Legal, and other business teams.
- Identify and resolve operational, workflow, and tooling challenges through root cause analysis.
- Support AI and automation initiatives to improve processes, scalability, and customer experience.
- Develop project plans, monitor risks, and ensure successful delivery against objectives.
- Analyse data, generate insights, and provide reporting on program performance and outcomes.
- Influence stakeholders and drive alignment across multiple teams and priorities.
- Continuously identify opportunities for process improvement and operational innovation.
Required Experience
- Experience in Program Management, Project Management, Operations, Customer Support, or a related field.
- Strong stakeholder management and communication skills.
- Experience working in fast-paced, high-growth environments with changing priorities.
- Demonstrated ability to solve operational and tooling-related challenges.
- Strong analytical skills with experience using data to support decision-making.
- Comfortable navigating ambiguity and independently driving initiatives forward.
- Exposure to AI tools, automation solutions, or operational transformation programs.
Nice to Have
- Experience supporting enterprise, premium, or high-profile customers.
- Background in technology, digital platforms, or large-scale operations environments.
- Experience working in time-sensitive or high-risk operational settings.
- Knowledge of Agile methodologies and project management frameworks.
- Project Management certification.
What You’ll Bring
- Strategic thinking with a hands-on approach
- Exceptional problem-solving abilities
- Stakeholder influence and relationship management
- Passion for operational excellence and innovation
- Ability to manage multiple priorities effectively
If you’re looking for an opportunity to lead impactful initiatives, work with cross-functional teams, and help shape the future of support operations through AI and process innovation, we’d love to hear from you.
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