The Role
Lead a global Customer Support transformation portfolio, driving BPO/vendor transitions, centralized program management, governance, dashboards, and cross-functional initiatives. Structure ambiguous problems, track outcomes, identify and mitigate risks, and implement automation/AI opportunities to improve scalability, quality, SLAs, and measurable business results.
Summary Generated by Built In
We are looking for a Senior CS Program Manager to lead strategic and operational programs that improve the scalability, efficiency, and overall operating model of Customer Support across our global organization.
You will be the operating backbone of CS transformation, bringing structure, visibility, and execution discipline to a complex portfolio of initiatives across multiple regions and functions.
A key focus of this role will be leading the transition to a more scalable Business Process Outsourcing (BPO) model and establishing a centralized program management framework across Customer Support. You will work closely with Customer Support, Operations, Finance, Legal, IT, Quality, Training, and other teams to drive programs from strategy and planning through execution and measurable results.
You will be the operating backbone of CS transformation, bringing structure, visibility, and execution discipline to a complex portfolio of initiatives across multiple regions and functions.
A key focus of this role will be leading the transition to a more scalable Business Process Outsourcing (BPO) model and establishing a centralized program management framework across Customer Support. You will work closely with Customer Support, Operations, Finance, Legal, IT, Quality, Training, and other teams to drive programs from strategy and planning through execution and measurable results.
This is a senior role for someone who can operate comfortably at both strategic and operational levels, bring clarity to ambiguous problems, and influence stakeholders across a complex, multi-region organization.
Key Responsibilities
- Own the CS transformation portfolio, ensuring initiatives are clearly mapped, prioritized, tracked, and connected to measurable business outcomes.
- Lead strategic and operational programs across Customer Support, ensuring alignment with business priorities and measurable results.
- Drive the BPO and vendor transition programs, coordinating multiple workstreams, stakeholders, and regional teams.
- Establish and develop a centralized program management framework for Customer Support initiatives.
- Build and maintain a trusted portfolio dashboard as a single source of truth for program progress, risks, dependencies, and business impact.
- Lead complex cross-functional initiatives involving Customer Support, Operations, Finance, Legal, Procurement, Product, Analytics, IT, Quality, Training, and regional teams.
- Establish effective program governance and reporting cadences, ensuring leadership has timely and actionable visibility into progress and risks.
- Monitor program progress, identify risks, dependencies, and bottlenecks, and proactively drive resolution.
- Coordinate key areas of the BPO operating model, including contractual requirements, commercial models, payment processes, and internal process alignment.
- Identify opportunities to simplify, automate, and standardize Customer Support processes.
- Explore and implement AI and automation solutions to reduce manual work and improve operational efficiency.
- Ensure program deliverables meet agreed quality standards and business objectives.
- Prepare clear, data-driven updates and recommendations for senior leadership.
Skills, Knowledge & Expertise
Must-have
- Significant experience in program management, project management, or operations, ideally within Customer Support, Customer Experience, or another complex operational environment.
- Proven track record of leading complex, cross-functional programs from strategy through execution.
- Strong stakeholder management skills and experience working with senior stakeholders across functions such as Finance, Legal, IT, Product, and Operations.
- Experience working in a global or multi-region organization with geographically distributed teams.
- Strong ability to structure ambiguous problems, establish processes, and bring clarity to complex initiatives.
- Experience building or improving program governance, PMO structures, reporting frameworks, or operating models.
- Strong analytical, organizational, and problem-solving skills.
- Excellent written and verbal communication skills.
- Ability to work independently, take ownership, and influence stakeholders without direct authority.
- Comfortable operating in a fast-paced environment with multiple priorities and changing requirements.
- Experience with Business Process Outsourcing (BPO) and external service providers.
- Experience in Customer Support operations, Customer Experience, or service delivery.
- Experience in ride-hailing, mobility, delivery, logistics, marketplace, or other highly distributed operational businesses.
- Experience working at companies such as Uber, Bolt, Careem, or similar global organizations.
- Experience using AI, automation, and operational tooling to improve processes and productivity.
- Project or Program Management certification such as PMP, PRINCE2, or equivalent.
- Experience managing vendor relationships, commercial models, or operational budgets.
Success in this role means building a strong program management engine for CS transformation that turns strategy into trackable execution and measurable impact.
You will create visibility and control across the CS transformation portfolio, establish clear governance and reporting, and drive execution across key programs such as BPO and vendor transitions, tooling, reporting, process redesign, and OKR cadence.
Over time, you will become a trusted operating backbone for CS transformation — ensuring initiatives are delivered or on track, risks and cross-functional dependencies are proactively managed, and leadership has a reliable single source of truth for progress, costs, quality, SLA performance, and business outcomes.
You will create visibility and control across the CS transformation portfolio, establish clear governance and reporting, and drive execution across key programs such as BPO and vendor transitions, tooling, reporting, process redesign, and OKR cadence.
Over time, you will become a trusted operating backbone for CS transformation — ensuring initiatives are delivered or on track, risks and cross-functional dependencies are proactively managed, and leadership has a reliable single source of truth for progress, costs, quality, SLA performance, and business outcomes.
Why join us
- Help us challenge injustice by creating fair choices for millions of people across 47 countries
- Develop your professional skills with access to mentoring, career consulting, and learning programs
- Collaborate with teams around the world and gain international experience through our Global Talent Exchange Program
- Engage in company-wide challenges, awards, sports activities, employee-led social impact and volunteering projects
- Work alongside people who take initiative, speak openly, and challenge themselves to grow
- Improve your language skills through co-financed courses and internal speaking clubs
- Annual salary from EUR 64 700 gross
Final benefits may vary depending on the location.
About
inDrive is a global tech company on a mission to challenge injustice through fair choices. We started in 2012 in the coldest city on Earth, when a group of friends created a way for people to agree on fair ride prices. That idea grew into one of the world’s top ride-hailing apps, now with 400M installs across 47 countries.Today, we offer more than rides: from freight and delivery to intercity travel and financial services, all designed to put people first. We are committed to having a positive impact on people’s lives both through our core business, which supports local communities via a fair pricing model; and through the work of our impact programs. Ready to ignite your inner drive?
Skills Required
- Significant experience in program management, project management, or operations (ideally within Customer Support or Customer Experience).
- Proven track record of leading complex, cross-functional programs from strategy through execution.
- Strong stakeholder management skills with experience working with senior stakeholders across Finance, Legal, IT, Product, and Operations.
- Experience working in a global or multi-region organization with distributed teams.
- Ability to structure ambiguous problems, establish processes, and bring clarity to complex initiatives.
- Experience building or improving program governance, PMO structures, reporting frameworks, or operating models.
- Strong analytical, organizational, and problem-solving skills.
- Excellent written and verbal communication skills.
- Ability to work independently, take ownership, and influence stakeholders without direct authority.
- Comfortable operating in a fast-paced environment with multiple priorities and changing requirements.
- Experience with Business Process Outsourcing (BPO) and external service providers.
- Experience in Customer Support operations, Customer Experience, or service delivery.
- Experience in ride-hailing, mobility, delivery, logistics, marketplace, or other distributed operational businesses.
- Experience using AI, automation, and operational tooling to improve processes and productivity.
- Project or Program Management certification such as PMP, PRINCE2, or equivalent.
- Experience managing vendor relationships, commercial models, or operational budgets.
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The Company
What We Do
inDrive is a global IT and transportation platform inDrive is one of the world’s fastest growing online ride-hailing services. Its services are available in over 749 cities in 46 countries throughout the world. The Company’s app has been downloaded over 150 million times. inDrive offers other services, including intercity transportation, freight and cargo services, as well as delivery services in different markets of operations. inDrive is based in Mountain View, California, and operates regional hubs in the Americas, Asia, the Middle East, Africa and the countries of the CIS, and employs over 2,000 people. In early 2021, inDrive achieved unicorn status after closing a $140m investment round with Insight Partners, General Catalyst, and Bond Capital, which valued the company at $1.23 billion.
