Program Manager Next Generation Contact Center F/M

Program Manager Next Generation Contact Center F/M (240007X0)

Primary Location

: FRANCE-92-HAUTS-DE-SEINE-MALAKOFF

Organization

: AXA Partners – AP Global Operations

Contract Type

: Regular

Shift

: Day Job

Schedule

: Full-time 

Description

The Program Manager is at the central team level and will work for our Strategic initiative called Next Generation Contact Center (NGCC). To fulfill its ambitions of delighting customers, strengthening omnichannel capabilities, and achieving cost-effectiveness, AXA Partners aims to define a new customer interaction management model for its assistance activities. This new model will elevate Axa Partners’ customer relationships to market standards. The implementation of this target relational model is based on a series of initiatives that will be rolled-out progressively. All these initiatives are integrated into a program named Next Generation Contact Center (NGCC).

Key Responsibilities :

Lead end-to-end implementation of Next Generation Contact Center program

Design or adapt delivery strategy, considering operational and technological impacts

Collaborate with cross-functional teams to prioritize technology requirements

Develop and maintain project plans, budgets, and timelines

Define and implement performance metrics for AI technologies

Elaborate business cases and manage resistance to change

Identify and mitigate program risks

Provide updates and facilitate decision-making processes

Engage stakeholders at various levels to ensure program alignment and support

Qualifications

Education and Experience:

Significant experience in program or project management (8-10 years)

Master’s degree or other advanced qualifications

Relevant certifications such as Project Management Professional (PMP), PRINCE2

Additional professional qualifications in change management, risk management, or governance

Mandatory English proficiency, with French/Spanish as a plus

Hard Skills:

Proven program management experience, preferably in contact center or customer service environments

In-depth knowledge of innovative/AI technologies and their applications

Strong project management skills and excellent communication abilities

Analytical mindset to interpret data and drive continuous improvement

Soft Skills:

Leadership to inspire and motivate stakeholders

Excellent verbal and written communication skills

Adaptability to thrive in dynamic environments and lead teams through change

Conflict resolution and strategic thinking

AXA Partners s’engage, à compétences égales, pour la diversité & l’inclusion. 

Rejoignez une entreprise qui contribue à la protection des forêts ! Chez AXA Partners, nous plantons un arbre pour chaque nouvelle recrue (en CDI). Pour en savoir plus sur le programme Reforest, cliquez ici 

#LI-FR

About AXA AXA Group is the world leader in insurance and asset management. We protect and advise our clients at every step in their lives, by offering products and services which satisfy their needs in the areas of insurance, personal protection, saving and asset management. AXA is the leading insurance brand worldwide, with over 100 million clients. We are transforming from payer to partner for our client, with a strong focus on risk prevention.

Our mission: Empower people to live a better life.

Our values: Customer First, Courage, Integrity and One AXA.

AXA Partners is an AXA transversal business unit offering a wide range of solutions in assistance services, travel insurance and credit protection.

AXA Partners’ role is also to implement innovative solutions emerging from the AXA Innovation unit.

Combining passion with advanced expertise, we design and deliver worldwide solutions for partners and communities. We protect what matters, when it matters.

What We Offer By joining AXA Partners, you will work in a responsible company, which offers a real culture of expertise & diversity. Our focus is on accelerating the development of everyone’s skills, whilst offering attractive and competitive compensation and opportunities for professional development and growth.

Additionally, at AXA, we work to make a real difference to people – when amazing things happen and when we create opportunities for a better life, the feeling of pride is extraordinary.

AXA Partners is committed, with equal skills, to diversity & inclusion. Join a company that helps protect the forests! At AXA Partners, we plant a tree for every new recruit (with a permanent contract). Learn more about the Reforest Program here.

#LI-FR

Read Full Description