Project Lead

Description

• Lead the strategic direction and global execution of the Autonomous Remote L1 Support Program to maximize customer adoption and positive business impact across regions, contact centers, and affiliates
• Drive the AI-first process redesign of L1 support workflows, harmonizing fragmented regional SME processes across focus affiliates into a single global blueprint
• Synchronize program execution and milestones with critical external dependencies, including the Contact Center as a Service (CCaaS) Hub rollout, core infrastructure, and GenAI frameworks
• Establish clear accountability frameworks, strict Definition of Done (DoD) phase-gate criteria, and benefit tracking mechanisms in close partnership with Global Service Finance and Service Insights workstreams
• Embed the ADKAR change management framework across all rollout phases to evaluate organizational readiness, overcome agent behavioral resistance, and drive active adoption of self-service tools and AI capabilities
• Establish, lead, and empower a multifunctional Project Core Team (PCT), creating a positive, high-urgency environment aligned with joint program ambitions
• Collaborate closely with Dia Service Strategy 2030+ execution workstreams (Finance, Service Insights, Change Management, Communications, Execution) and represent the program to the Steering Committee and senior management
• Manage ambiguous business situations, resolve stakeholder conflicts, and proactively address technical, regulatory, and scope constraints (e.g., local compliance, language capabilities, and legacy instrument decommissioning timelines)

Qualifications

Highest qualification: University

• 5–7+ years of experience in project or program management leading complex cross-departmental or cross-site service transformation initiatives in Diagnostics or MedTech
• Demonstrated experience leading complex AI, GenAI, Contact Center, or platform integration programs in a global, matrixed organization
• Proven track record in global process harmonization, with the ability to align disparate regional SME workflows into a unified operational model
• Extensive experience with project management methodologies in Agile environments and gate-based Project Frameworks
• Extensive change management experience across project styles, with practical knowledge of the ADKAR model (change management certification, e.g., Prosci, is an advantage)
• Project management certification (e.g., IPMA, PMI, PRINCE2) is an advantage
• Strong financial literacy with experience tracking large-scale project budgets, managing business cases and tracking financial impact metrics
• Domain knowledge of Diagnostics Customer Support, L1 contact center processes, and enterprise IT architectures is a strong advantage
• Excellent interpersonal, leadership, collaboration, and conflict resolution skills to navigate schedule-sensitive and resource-constrained environments
• Excellent communication and presentation skills, including delivering effective presentations to senior management and executive steering committees
• Self-starter with the ability to work with minimum or no supervision in a fast-changing international setting