Program Manager Business (M/F/D)

We are looking for the person who will lead a multidisciplinary team in charge of customer contact, after-sales and pre-collection journeys across Belgium and the Netherlands. You own the business vision, the priorities and the results, and you work hand in hand with your IT counterpart, Product Owners and operational teams to deliver real value for customers, partners and employees.
Your missions:
Vision and roadmap:
Define and share a clear vision for customer contact, after-sales and pre-collection journeys
Turn customer, partner and employee feedback, operational data and regulatory priorities into a coherent roadmap
Run your area like a business: balance customer satisfaction, service quality, cost, risk and investment
Advise senior management on priorities, trade-offs, dependencies and risks
Portfolio and priorities:
Own the product portfolio across squads and prioritize initiatives and features based on value
Lead the annual and quarterly planning and business review cycles
Make transparent choices when demand exceeds capacity
Define and track expected benefits, adoption goals and outcomes with Product Owners and Finance
Digitalization and AI:
Drive the responsible roll-out of AI and automation in the contact center (agent assistance, call summaries, routing, virtual agents)
Develop chatbot, self-care, voice, email and digital-contact initiatives that simplify journeys and reduce avoidable contacts
Make sure each use case has a solid business case, a viable architecture and real operational adoption
Use customer and operational insights to improve first-contact resolution, accessibility, NPS and digital usage
Operational efficiency:
Identify and deliver measurable efficiency gains across customer service, partner servicing and collection activities
Support the operational transformation roadmap through process simplification, automation and standardization
Work with Operations to secure readiness, training, adoption and benefit realization
Challenge activities that don’t bring enough value, quality, compliance or efficiency
Compliance and resilience:
Integrate regulatory requirements (consumer credit, AML, data retention) into the roadmap
Work with IT, Risk, Compliance and Experts to manage security, obsolescence, incident and continuity risks
Escalate delivery, capacity or governance risks early and define clear actions
Leadership:
Lead the Tribe Leadership Team and create a safe, demanding and inspiring environment
Directly manage and develop the Product Owners
Strengthen Agile maturity through disciplined ceremonies, outcome-based steering and continuous learning
Manage dependencies with other Tribes and build strong relationships with Operations, IT, Risk, Compliance, Finance, Data and external partners
Report on value, delivery, budget, risks and decisions needed
Master’s degree or equivalent by experience
At least 10 years of relevant experience
Proven experience in a senior business, operations, product, transformation or Agile leadership role, preferably in a regulated service environment
Strong understanding of customer service, contact-center, after-sales or collection journeys and their economics
Track record in delivering digitalization, automation and AI-enabled change with measurable results
Ability to define a product vision, prioritize a complex portfolio and make fact-based trade-offs
Strong people leadership skills, with experience developing Product Owners or multidisciplinary teams
Ability to engage, influence and challenge executive management and operational stakeholders
Solid business and financial skills (business cases, budget steering, cost-to-serve, benefit realization)
Enough technical understanding to challenge architecture, integration, cloud, data, AI and security choices alongside IT experts
Strong command of Agile principles, with a pragmatic, delivery-oriented mindset
Strong written and spoken communication in Dutch, French and English
Your profile:
Customer-centric and value-driven
Strategic, but hands-on and pragmatic
Decisive, transparent and accountable
Comfortable with ambiguity and complex dependencies
Able to inspire commitment, build psychological safety and raise performance standards
Curious, innovative and open to learning from evidence and mistakes
Strong communicator, diplomatic and a good team player

Employment type
Full-time

Work arrangement
No