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About the Role

Riverty is seeking a Program & Project Management Lead – AI & Operational Excellence to drive the transformation of global operations through AI, automation, and modern platforms. This role connects operational excellence with technological innovation, ensuring AI initiatives deliver measurable business impact, including efficiency gains, cost reductions, and sustainable improvements across the operations value chain.

Responsibilities

Build and lead the Global Operations Excellence Program & Project Management Team, focusing on AI-driven transformation initiatives across operations.
Steer the AI and automation strategy within Operations, utilizing technologies like voice bots, agentic AI, CRM and Contact Center as a Service (CCaaS) platforms, and workflow automation.
Manage the entire transformation portfolio, including budget planning, prioritization, resource control, and KPI-based performance management.
Translate AI potentials into operational added value, focusing on measurable results such as productivity increases, cost savings, and quality improvements across all operational areas.
Lead large, cross-functional implementation projects involving Operations and Customer Service platforms, as well as AI-powered solutions.
Collaborate closely with stakeholders from Operations, Product, and Tech, and manage external partners in a complex, international environment.
Actively shape the future Operations strategy as part of the Global Operations Excellence Leadership Team.

Requirements

Minimum of 7 years of experience in program and project management, preferably in Operations, Customer Service, FinTech, or Financial Services.
Proven experience in successfully implementing AI, automation, or digitalization initiatives in an operational environment.
Solid understanding of Operations and Customer Service ecosystems, particularly the interplay of CRM systems, Contact Center platforms (CCaaS), and AI-based solutions (e.g., chatbots, voice bots, agent-assist tools).
Experience in leading and developing teams within complex organizational structures.
Strong capabilities in governance, stakeholder management, and budget/resource control.
Ability to connect business requirements with technological possibilities and translate AI initiatives into scalable operational solutions.
Highly developed analytical skills with a focus on KPIs, performance management, and continuous optimization.
Confident handling of complex, international organizational structures.
Fluent German and English language skills (minimum C1).

Skills

AI
Automation
Program Management
Project Management
Operational Excellence
Voicebots
Agentic AI
CRM
CCaaS
Workflow Automation
Governance
Stakeholder Management
Budget Management
Resource Management
KPI Management
Performance Management
Continuous Optimization
Agentic AI
Conversational AI
Process Mining
AI Orchestration Platforms

Location

Berlin
Verl

Work Type

Hybrid
Full-time

Experience Level

Minimum 7 years

About the Company

Riverty is part of the family-owned Bertelsmann Group, established, entrepreneurial, and operating in a dynamic industry.
They enable flexible payment options across various industries, simplify financial management for well-known brands, and help individuals reduce debt and gain financial security.
Their mission is to ensure people and businesses stay in flow by handling payment processes, allowing them to focus on other concerns.
They operate in 11 countries with over 4,000 employees from nearly 80 nations, fostering an international community.
They utilize empathy, modern technology, and data-driven insights.