Program Manager (Customer Services & Product Protection)
RemotePoland
Job Summary
Own the program end-to-end, from business case development through pilot delivery and scale-up recommendations. Lead the development and validation of the commercial and financial business case, including investment analysis and unit economics. Drive vendor sourcing and selection processes, including RFI/RFQ preparation, evaluation, negotiations, and recommendation. Define and implement the operating model for customer protection and after-sales service solutions. Coordinate cross-functional teams across business, technology, legal, procurement, finance, operations, and regional markets. Prepare executive-level presentations, investment recommendations, and decision materials for senior leadership. Oversee launch readiness, including contracting, partner onboarding, operational preparedness, and go-live activities. Design, monitor, and evaluate pilot programs, defining success metrics and providing recommendations for future expansion. Manage day-to-day program governance, risks, dependencies, and stakeholder communication.
Required Qualifications
- 8-12+ years of experience managing complex business transformation programs within consumer products, connected devices, after-sales services, protection programs, or related industries
- Proven experience owning end-to-end strategic programs as a business lead, beyond traditional project or PMO responsibilities
- Hands-on experience leading vendor sourcing, procurement, or strategic partner selection initiatives involving multiple stakeholders
- Strong financial acumen with experience building and defending business cases, financial models, and commercial assumptions
- Understanding of commercial, contractual, and regulatory considerations in customer service or protection-related offerings
- Strong executive communication and stakeholder management skills, with the ability to influence senior decision-makers
- Demonstrated ability to lead cross-functional international teams and deliver large-scale strategic initiatives
- Excellent analytical, negotiation, and decision-making skills
- Fluent English
Desired Qualifications
- Experience working with subscription, membership, or service-based business models
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