Senior Project Manager

3 weeks ago

Dublin, Dublin City, Ireland Ryanair Ltd. Full time

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 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.
Your role will be to design and deliver automation solutions that support the Customer Service (CS) function in scaling to handle up to 300 million customers per year, leveraging cutting-edge technology and generative AI to enhance self-service tools and fully automated workflows.
Responsibilities:
Manage projects and track all activities performed by the transformation and digital design team.
Design systems, innovate, optimize systems, and develop MIS/BI reporting and business insights.
Automate CS tasks and implement a new AI-powered telephony platform to reduce reliance on contact center agents.
Collaborate with Labs and Digital teams to develop and implement a product development roadmap covering internal processes and external customer support demands.
Hire and develop team members with the necessary skills to ensure the team continues to deliver 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 and meet aggressive deadlines characteristic of Ryanair's business environment.
Collaborate with colleagues across functions to understand needs and identify opportunities for operational transformation involving CS capabilities.
Requirements
At least 3 years of experience in leading operations or business transformation.
Strong understanding of how to develop a business case.
Experience leading multiple multidisciplinary teams with diverse responsibilities.
Proven track record in project management and delivering results.
Excellent leadership skills, initiative, and the courage to challenge the status quo and remove barriers to change.
Benefits include discounted and unlimited travel to over 230 destinations, a Defined Contribution Pension Scheme, Death in Service Benefit (up to 2 times the basic salary), 20 days of annual leave (increasing to 22 days after 12 months and 25 days after 3 years), and the option for up to 5 additional unpaid leave days per year.
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