Program Manager

Program Manager - Internal Customer Engagement within Central Tech

We are supporting a global organization.

6 months initially – 40 hours per week – €120 per hour (excluding VAT) – 3 days per week in the Amsterdam office

Hiring Manager’s Focus: Experience managing programs that include company internal customer engagement and adoption of technical products and services is preferred.

About the Role:

We are seeking a dynamic and results-oriented Program Manager for our critical Internal Customer Engagement program within Central Tech (our Technology department). This high-impact role will be instrumental in fostering a deeply embedded culture of customer-centricity across our technology teams. You will support the strategic implementation of initiatives focused on enhancing internal customer support, establishing meaningful satisfaction metrics, facilitating leadership alignment, improving internal communications, and cultivating a strong "one-team" ethos.

As a Program Manager, you will support the business owner in driving the end-to-end success of this program, navigating complexity and ambiguity to deliver tangible results. This is an exciting opportunity for a builder who thrives on creating impactful change and empowering others.

Key Responsibilities:

Program Governance Implementation: Establish and enforce the program's governance framework, including defining roles, responsibilities, decision-making processes, and communication protocols.

Quarterly Planning: Lead and facilitate the quarterly planning process, working with stakeholders to define objectives, key initiatives, timelines, and resource allocation for each quarter.

Monthly Reporting: Develop and deliver comprehensive monthly reports on program progress, key milestones, risks, issues, and overall health to relevant stakeholders.

Meetings Coordination and Settings: Organize and coordinate all program-related meetings, including scheduling, agenda creation, and ensuring appropriate participation.

Minutes Generation: Accurately capture key discussions, decisions, and action items during program meetings and distribute timely meeting minutes.

Action Plans Follow-Up: Proactively track and follow up on assigned action items to ensure timely completion and resolution of identified tasks.

Buy-in Facilitation: Effectively communicate the program's vision, goals, and benefits to stakeholders, fostering understanding, alignment, and buy-in across different teams and levels.

Key Results Definition, Tracking, and Update: Collaborate with stakeholders to define measurable Key Results (KRs) that align with program objectives. Establish mechanisms for regular tracking, monitoring, and updating of progress against these KRs.

Leadership Alignment: Facilitate sessions and engagements with leadership to foster a shared understanding and commitment to internal customer-centricity.

Communication Strategy: Develop and execute a comprehensive communication plan to keep stakeholders informed and engaged with program progress and key initiatives.

One-Team Culture: Drive initiatives that promote collaboration, knowledge sharing, and a unified sense of purpose across Central Tech teams.

Stakeholder Management: Effectively manage relationships with VP-level and senior stakeholders, confidently navigating discussions and influencing outcomes based on data and strategic insights.

Prioritization and Problem Solving: Manage and resolve conflicting priorities and needs, ensuring the program stays on track and delivers maximum value.

Building and Networking: Proactively build and nurture a broad network of relationships across Central Tech, going beyond key contacts to foster widespread engagement and ownership.

Hands-on Execution: Roll up your sleeves to drive results, while guiding others to build their own ability to execute independently.

What You'll Bring:

Proven experience managing programs, preferably those focused on internal customer engagement and the adoption of technical products and services within a technology organization.

A strong understanding of technology and the ability to effectively collaborate with engineers, comprehending technical terminology and product nuances.

Demonstrated experience working with and influencing VP-level and senior stakeholders, with the ability to confidently present ideas and stand your ground when necessary.

Exceptional ability to manage conflicting priorities and navigate complex stakeholder landscapes.

Experience managing programs of at least medium complexity, demonstrating strong organizational and problem-solving skills.

Comfort and effectiveness in navigating ambiguous situations and driving clarity.

A strong action-oriented mindset with a proven track record of delivering results.

A proactive and "builder" mentality, with a passion for creating and implementing new initiatives.