Ryanair is currently recruiting for a Programme Manager – Business Transformation to join the Customer Service Department of Europe's Largest Airline Group.
This is an excellent opportunity to join Ryanair as we plan to expand to over 800 aircraft and serve 300 million guests annually within the next 10 years.
As Programme Manager for transformation, you will report to the Head of Transformation and lead a team of system experts and business analysts to design and implement automation solutions supporting the Customer Service (CS) function in scaling to up to 300 million customers per year. This includes leveraging cutting-edge technology and generative AI to enhance self-service tools and automate workflows.
Responsibilities:
* Manage and track all activities performed by the transformation and digital design team.
* Design systems, drive innovation, optimize systems, develop MIS/BI reports, and automate CS tasks. Implement an intelligent telephony platform leveraging AI to reduce reliance on contact centre agents.
* Collaborate with Labs and Digital teams to create and execute a product development roadmap covering internal processes and external customer support demands.
* Hire and develop team members to ensure the adoption of best-in-class technology solutions.
* Work with innovative partners to deliver optimal outcomes in terms of cost and functionality using agile methodologies.
* Provide leadership with a focus on performance expectations ('What' and 'How'), ensuring deadlines are met in line with Ryanair's fast-paced environment.
* Collaborate across departments to identify opportunities where Customer Service can support operational transformation initiatives.
Requirements
* At least 3 years of experience leading operations or business transformation initiatives.
* Strong ability to develop comprehensive business cases.
* Experience leading multi-disciplinary teams with diverse responsibilities.
* Proven success in project management and delivery.
* Excellent leadership skills, proactive, and courageous in challenging the status quo and removing barriers to change.
* Benefits include discounted and unlimited travel to over 230 destinations, a Defined Contribution Pension Scheme, Death in Service Benefit up to twice the annual salary, 20 days of annual leave (increasing to 22 days after 12 months and 25 days after 3 years), and options for up to 5 additional unpaid leave days per year.
#J-18808-Ljbffr