> Markdown version of [/jobs/ext/3738329-tribe-lead-program-manager-customer-service-digital-transformation-permanent](https://www.wearedevelopers.com/jobs/ext/3738329-tribe-lead-program-manager-customer-service-digital-transformation-permanent). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md).

---

# Tribe Lead / Program Manager - Customer Service & Digital Transformation - Permanent

- **Company:** Collective
- **Location:** Brussel, Belgium (Remote available)
- **Experience:** Expert
- **Contract:** Permanent contract
- **Skills:** Agile Methodology, Artificial Intelligence, Capability Maturity Model, Chatbots
- **Published:** October 15, 2026
- **Apply:** https://www.adzuna.be/details/5928357065

## About the Role

* 10+ years of experience in business leadership, operations, product management or digital transformation, ideally in financial services.
 * Strong understanding of customer service, contact centers, after-sales and/or collection processes.
 * Proven experience in digital transformation, automation, AI and portfolio management.
 * Strong knowledge of Agile methodologies, product roadmaps and stakeholder management.
 * Solid business and financial acumen, including business cases, budgets and value realization.
 * Excellent leadership, communication and decision-making skills.
 * Strategic, customer-oriented and results-driven, with a pragmatic and hands-on approach.
 * Strong written and spoken communication skills in Dutch, French and English.

## Description

We are looking for an experienced Tribe Lead / Program Manager to drive customer service transformation and operational excellence within a leading financial services organization across Belgium and the Netherlands., ️ Languages: Dutch, French and English
Work model: 50% on-site / 50% remote
The mission

 * Define the business vision and strategic roadmap for customer service, after-sales and pre-collection journeys.
 * Lead and prioritize the cross-squad product portfolio, maximizing business value and customer satisfaction.
 * Drive digitalization, automation and AI initiatives, including contact-center solutions, chatbots, virtual agents and self-service capabilities.
 * Improve operational efficiency, customer experience and cost-to-serve through process optimization.
 * Manage strategic planning, KPIs, business cases and benefits realization.
 * Ensure alignment with regulatory requirements, risk management and operational resilience.
 * Lead and develop Product Owners and multidisciplinary teams, fostering Agile maturity and collaboration.
 * Partner with senior management, IT, Operations, Risk and Compliance to deliver measurable business outcomes.