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For Companies At a Glance
- Tasks: Lead the transformation of customer experience through AI implementation and strategic programme management.
- Company: Join team.blue, a leading digital enabler for SMBs across Europe.
- Benefits: Diverse and inclusive culture, competitive salary, and opportunities for professional growth.
- Why this job: Make a real impact by driving AI initiatives that enhance customer care.
- Qualifications: Experience in programme management and a strong understanding of customer care operations.
- Other info: Be part of a dynamic team committed to sustainability and positive change.
The predicted salary is between 36000 - 60000 £ per year.
Company Overview
team.blue is the market leader in enabling digital success for small and medium-sized businesses (SMBs) across Europe, catering to over 3 million customers in 25+ languages. Our mission is to make online business success simpler, by providing our customers with all the tools and resources they need to excel online and remain ahead of the curve.
Position Overview
As the Customer Care AI Programme Manager, you will be a key leader in transforming our customer experience through the strategic implementation of AI. Reporting to the Group Director of Customer Success, you will be responsible for driving the Customer Care AI Programme, moving from a series of fragmented experiments to a unified, scalable, and efficient ‘delivery factory’. This high-impact role is designed for a strategic and operational leader who excels at turning vision into action, ensuring cross-functional alignment, and driving execution excellence across all AI-driven customer care initiatives.
Key Responsibilities
- Programme Strategy & Execution: Translate the strategic vision for AI in customer care into an actionable programme plan with clear ownership, timelines, and measurable outcomes. Drive the execution of the programme, ensuring it aligns with the broader company goals and the specific needs of the Customer Success organization.
- Unified Programme Management: Consolidate all AI-related customer care activities under a single, unified programme governance structure. Lead the end-to-end coordination of the AI in Customer Care project portfolio, overseeing planning, dependencies, resourcing, and execution progress across all teams.
- Cross-functional Orchestration: Act as the central point of contact and coordination between the Customer Care, AI/Data, Product, and Engineering teams. Foster a collaborative environment, ensuring seamless communication, alignment on priorities, and rapid decision-making.
- ‘Delivery Factory’ Implementation: Establish and manage a standardized, evidence-based lifecycle for all AI initiatives, from ideation and testing to deployment and scaling. Implement a continuous improvement model to ensure the programme learns and adapts.
- Stakeholder Management & Communication: Prepare and deliver strategic briefings, presentations, and updates for a wide range of stakeholders, including executive leadership. Represent the Customer Care AI Programme in cross-functional meetings and forums.
- Performance Measurement & Reporting: Implement and manage a standardized, automated measurement framework to track the performance of all AI initiatives. Provide regular, data-driven reports on the programme's progress and impact on key business metrics (e.g., CSAT, cost savings, agent productivity).
- Change Management & Enablement: Lead the change management efforts associated with the rollout of new AI capabilities and processes. Ensure that all necessary training, documentation, and support are in place to drive successful adoption.
Ideal Profile
- Proven experience in programme and project management, with a track record of successfully delivering complex, cross-functional initiatives.
- Strong understanding of customer care operations and the key metrics that drive success in a customer-centric organization.
- Experience with AI and data-driven projects, with a solid understanding of the AI/ML product lifecycle, strategy, and governance.
- Exceptional stakeholder management and communication skills, with the ability to effectively engage and influence both technical and non-technical audiences.
- A strategic thinker with the ability to operate at both the strategic and tactical levels, seamlessly moving between high-level planning and detailed execution.
- Highly organised, with a proactive, problem-solving mindset and a strong bias for action and execution.
- Experience in change management and a proven ability to drive adoption of new technologies and processes.
Come as you are
Everyone is welcome here. Diversity & Inclusion are at our core. Far above any technical competence, we value respect, openness, and trusted collaboration. We do not tolerate intolerance.
Right to work
At any stage, please be prepared to provide proof of eligibility to work in the European country you are applying for. Unfortunately, we are unable to support Sponsorship Visas.
ESG
At team.blue, our commitment to caring for the environment and each other is at the heart of everything we do. Our latest impact report showcases our ongoing ESG efforts and ambitious sustainability goals. Interested in learning more about our dedication to making a positive impact?
About team.blue
The most trusted digital enabler, team.blue is a leading digital enabler for companies and entrepreneurs. It serves over 3.3 million customers in Europe and has more than 3,000 experts to support them. Its goal is to shape technology and to empower businesses with innovative digital services.
Customer Care AI Programme Manager in London employer: Team Blue
Contact Detail:
Team Blue Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Care AI Programme Manager in London
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at events. A friendly chat can lead to opportunities that aren’t even advertised yet.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Tailor your answers to show how you can help them achieve their goals, especially in customer care and AI.
✨Tip Number 3
Practice makes perfect! Do mock interviews with friends or use online platforms. The more comfortable you are, the better you’ll perform when it counts.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take that extra step.
We think you need these skills to ace Customer Care AI Programme Manager in London
Some tips for your application 🫡
Show Your Passion for AI: When writing your application, let us see your enthusiasm for AI and customer care. Share any relevant experiences or projects that highlight your understanding of how AI can transform customer experiences.
Be Clear and Concise: We appreciate clarity! Make sure your application is well-structured and to the point. Use bullet points where necessary to make it easy for us to see your key achievements and skills.
Tailor Your Application: Don’t just send a generic application. Tailor it to the Customer Care AI Programme Manager role by aligning your skills and experiences with the job description. Show us why you’re the perfect fit!
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at Team Blue
✨Know Your AI Stuff
Make sure you brush up on your knowledge of AI and its applications in customer care. Be ready to discuss how AI can enhance customer experiences and share examples of successful implementations you've been involved with.
✨Showcase Your Project Management Skills
Prepare to talk about your experience in programme and project management. Highlight specific projects where you successfully coordinated cross-functional teams and delivered results, focusing on your ability to manage timelines and resources effectively.
✨Communicate Like a Pro
Since this role involves a lot of stakeholder management, practice articulating your ideas clearly and confidently. Think about how you would present complex information to both technical and non-technical audiences, and be ready to demonstrate your communication skills during the interview.
✨Emphasise Change Management Experience
Be prepared to discuss your experience with change management, especially in relation to new technologies. Share examples of how you've led teams through transitions and ensured successful adoption of new processes or tools, as this will be crucial for the role.
