Senior Program Manager

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Senior Program Manager 

As a Senior Program Manager for the EMEA Courier CX team, you will lead projects that improve the overall quality of courier customer support across the region, influencing multiple markets and collaborating on solutions from city to global scale. This role is responsible for building world-class customer support by leveraging existing capabilities and defining new processes and policies.

Your mission is to design and implement courier support experiences that are seamless, scalable and efficient – from onboarding through to long-term engagement on the platform. You will work cross-functionally with local, regional and global stakeholders (CX, Operations, Marketing, Marketplace, Product), play a key role in shaping EMEA and global programmes, and support the launch of AI-powered tools and emerging technologies.

What you’ll do

• Design and execute high-impact, cross-functional initiatives that define the courier support experience, optimising automated, self-service and/or agent-driven channels to improve quality, efficiency and overall experience
• Identify and prioritise the most impactful opportunities using data, customer insights and operational metrics to focus resources effectively
• Project manage key regional and cross-functional initiatives, acting as the go-to person for courier experience enhancements, premium support models and new product launches across existing and new markets
• Improve operational performance using a quantitative approach to issue identification, root cause analysis and continuous improvement
• Collaborate with Operations, Risk, Tech and CX teams across EMEA and other regions to design, launch and iterate on support initiatives and products
• Navigate a complex, matrixed environment to influence global and regional stakeholders, build alignment, resolve competing priorities and drive execution
• Test, measure and scale initiatives, taking a strategic approach to determine where and how launches should take place
• Act as the voice and advocate for couriers within the organisation, promoting a customer-centric culture
• Build a scalable governance model that connects regional operations with global strategy, ensuring consistent standards and data-driven decision-making

Basic qualifications

• 5+ years’ relevant experience in Customer Experience, Program Management, Operations or Support Enablement, preferably in a fast-paced, tech-driven environment
• Data-driven and analytical, with the ability to turn raw data into clear insights and use numbers to tell a story or shape strategy
• Advanced proficiency in Excel or Google Sheets
• Strong working knowledge of performance metrics, with experience using data to guide strategy, prioritise roadmaps and assess results
• Self-starter with strong programme management skills, able to structure projects from scratch and remain calm under pressure
• Excellent stakeholder management and teamwork skills, with the ability to build trusted cross-functional relationships
• Strong balance of strategic thinking and operational execution
• Natural problem-solver with strong analytical and critical thinking skills, and the ability to navigate ambiguity
• Strong communication and influencing skills, with the ability to simplify complexity and align stakeholders

Preferred qualifications

• Experience working across EMEA or global markets, with an understanding of regional differences in operations, regulation and customer behaviour
• Experience in the service industry or customer support, with a strong focus on customer experience
• Experience leading multiple cross-functional initiatives with a product, technical or regulatory focus
• SQL or programming experience, including the ability to write queries for quick insights 

*This role is open for a limited time. Next steps will be shared with shortlisted candidates ASAP. Due to the high volume of applicants, we may be unable to reply to each applicant individually. Thank you for taking the time to apply.

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