Customer Care AI Programme Manager (AI)

TL;DR

Customer Care AI Programme Manager (AI): Driving the strategic implementation and execution of an AI programme for customer experience, moving from fragmented experiments to a unified delivery factory. Focus on cross-functional alignment, establishing standardized lifecycles for AI initiatives, and implementing performance measurement.

Location: Fully Remote (Europe). Must be prepared to provide proof of eligibility to work in a European country.

Company

hirify.global is a market leader in enabling digital success for small and medium-sized businesses (SMBs) across Europe, serving over 3 million customers in 25+ languages.

What you will do

• Translate the strategic vision for AI in customer care into actionable programme plans with clear ownership and measurable outcomes.
• Consolidate all AI-related customer care activities under a single, unified programme governance structure.
• Act as the central point of contact and coordination between Customer Care, AI/Data, Product, and Engineering teams.
• Establish and manage a standardized, evidence-based lifecycle for all AI initiatives, from ideation to scaling.
• Prepare and deliver strategic briefings, presentations, and updates for executive leadership and other stakeholders.
• Implement and manage a standardized, automated measurement framework to track the performance and impact of AI initiatives.

Requirements

• Proven experience in programme and project management, successfully delivering complex, cross-functional initiatives.
• Strong understanding of customer care operations and key metrics for success in a customer-centric organization.
• Experience with AI and data-driven projects, including the AI/ML product lifecycle, strategy, and governance.
• Exceptional stakeholder management and communication skills, influencing technical and non-technical audiences.
• Ability to operate at both strategic and tactical levels, with a proactive, problem-solving mindset.
• Experience in change management and driving adoption of new technologies and processes.
• Must be prepared to provide proof of eligibility to work in a European country.

Culture & Benefits

• Embrace diversity and inclusion, valuing respect, openness, and trusted collaboration.
• Commitment to caring for the environment and each other, with ongoing ESG efforts and sustainability goals.
• Fully remote work environment.
• Focus on continuous improvement, learning, and adaptability within the programme.