Senior CS Program Manager

inDrive
Cyprus
Workplace: HybridFull timeFunction: Program & Project Management (PMO)Skills: ["Stakeholder management","Strategic execution","Problem-solving","Analytical thinking","Written and verbal communication"]

Lead Customer Support transformation by building a program management engine that turns CS strategy into trackable execution. Own the CS transformation portfolio, establishing governance, reporting cadences, and a centralized framework for initiatives like BPO and vendor transitions. Drive cross-functional programs across regional teams and stakeholders, ensuring clear visibility, proactive risk/dependency management, and measurable impact on SLA and business outcomes.

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FursaFursa
inDrive
inDrive
3 days ago

Senior CS Program Manager

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Last checked: 54 minutes agoStatus: Live

Job Summary

Lead Customer Support transformation by building a program management engine that turns CS strategy into trackable execution. Own the CS transformation portfolio, establishing governance, reporting cadences, and a centralized framework for initiatives like BPO and vendor transitions. Drive cross-functional programs across regional teams and stakeholders, ensuring clear visibility, proactive risk/dependency management, and measurable impact on SLA and business outcomes.
Location: Cyprus
Workplace: Hybrid
Employment Type: Full time
Job Function: Program & Project Management (PMO)
Seniority: Sr. Manager level

Key Responsibilities

  • •Own the CS transformation portfolio, mapping initiatives to priorities, tracking progress, and linking work to measurable business outcomes.
  • •Lead strategic and operational programs across Customer Support to improve scalability, efficiency, and operating model performance.
  • •Drive BPO and vendor transition programs by coordinating multiple workstreams, stakeholders, and regional teams.
  • •Establish and maintain a centralized program management framework and trusted portfolio dashboard as a single source of truth for progress, risks, dependencies, and business impact.
  • •Lead complex cross-functional initiatives and governance cadences, monitoring progress and proactively resolving risks, dependencies, and bottlenecks.

Key Requirements

  • •Significant experience in program management, project management, or operations, ideally in Customer Support/Customer Experience or a complex operational environment.
  • •Lead complex, cross-functional programs from strategy through execution with proven outcomes.
  • •Strong stakeholder management across senior leaders and functions including Finance, Legal, IT, Product, and Operations.
  • •Experience working in global or multi-region organizations with geographically distributed teams.
  • •Ability to structure ambiguous problems, create processes, and establish governance and reporting/operating models for complex initiatives.
Experience:Customer supportCustomer experienceBPORide-hailingMobilityLogisticsMarketplaceGlobal operations
Skills:Stakeholder managementStrategic executionProblem-solvingAnalytical thinkingWritten and verbal communication
Certifications:PMPPRINCE2

Company Brief

inDrive
A ride-hailing and mobility platform that lets passengers and drivers negotiate fares directly in real time. It also offers intercity travel, courier, and delivery services in multiple countries.
Industry: Mobility Platforms
Company Size: Enterprise (1,001+ employees)
Growth: Scaleup
Headquarters: Mountain View, United States
Founded: 2013
WebsiteLinkedIn