Project Manager (Customer Service Transformation)

Helprise is an organization that combines global reach with local talent. We work for companies that value quality, partnership, and responsibility, creating teams that really work. By precisely matching skills and business needs, we connect specialists with projects where their knowledge has a real impact. By joining us, you become part of an environment where matching is not a coincidence, but a decision.

Today we are looking for an experienced Project Manager to join the regional PMO. The role focuses on coordinating a diverse portfolio of transformation, centralization and sourcing initiatives. As a Project Manager you will be responsible for managing and coordinating the EMEA Customer Service transformation portfolio through integrated plans, governance, documentation, escalation and decision‑making.

YOU WILL

• Manage the EMEA Customer Service transformation portfolio and maintain an integrated roadmap.
• Turn strategic priorities into clear project plans, governance and decision points.
• Lead core project governance: charters, plans, RACI, RAID, decisions and closure records.
• Prepare leadership updates and coordinate escalations.
• Build business cases (options, costs, benefits, risks).
• Run key governance forums: weekly workstream reviews, monthly Steering Committee, portfolio health reviews.
• Support RFI/RFP activities and consolidate regional requirements.
• Coordinate evaluation, due diligence and decision documentation.
• Collaborate across EMEA countries and global functions; lead workshops and supplier sessions.
• Coordinate transition plans, readiness, knowledge transfer, training and cutover.
• Manage go‑live, stabilization and handover.
• Coordinate digital, automation and AI initiatives and required cross‑functional reviews.
• Support communication, training and adoption plans.
• Maintain risks, issues, approvals and change logs; ensure compliance with privacy, security, legal and HR requirements.

Requirements

• Degree or equivalent professional experience.
• Experience in project management, PMO or transformation in complex organizations.
• Experience coordinating regional projects and senior stakeholders.
• Strong planning, governance, risk management and reporting skills.
• Excellent written and spoken English.

Nice to have:

• Experience in Customer Service, Customer Success or Technical Support.
• Experience with multi‑country RFI/RFP, outsourcing or transition projects.
• Experience working with Procurement and cross‑functional control teams.
• Exposure to digital, automation or AI initiatives.