• Work with stakeholders to define the overall program goals and objectives, aligning them with the organization's strategic vision. • Create a comprehensive program plan that outlines the scope, schedule, budget, resource allocation, and potential risks for all projects within the program. • Allocate resources efficiently across the various projects in the program, ensuring that teams have the necessary personnel, tools, and equipment to succeed. • Monitor the progress of individual projects within the program, ensuring that they are on track, meeting milestones, and delivering the expected outcomes. • Identify potential risks and develop mitigation strategies to address them. This involves analyzing dependencies between projects and understanding how risks in one project might affect others. • Establish clear communication channels between project teams, stakeholders, and senior management. Regular reporting on program status, risks, and accomplishments is crucial. • Address any issues or conflicts that arise during the program, making decisions and providing guidance to project teams to keep things on track. • Ensure that the deliverables from individual projects meet the required quality standards and align with the program's objectives. • Manage changes to the program scope, schedule, or resources, ensuring that any modifications are properly assessed and approved, including scope change negotiation. • Support Sales Team creation of Change Requests/Changes Orders. • Oversee Project Manager/Coordination maintenance of Program Budget Tracker/Burn Sheet to ensure allocated budget is not exceeded. • Oversee the closure of the program, ensuring that all projects are completed, lessons learned are captured, and the program's success is communicated to stakeholders.

• Ensures regulations and state program rules are mirrored in our software application by collaborating with customer success and engineering • Creates and maintains documentation to support how the Encamp application and regulations work • Fulfills customer bespoke reporting obligations, specifically for hazardous waste • Provides feedback on efficiency, process improvement, and reporting gaps to TPM Waste Lead for Product support

• Managing and implementing all aspects of customer requirements • Coordinating the activities and schedules of project managers across a federal visa program • Setting project deadlines, assigning responsibilities, and shifting staff • Monitoring overall cost, schedule, and delivery performance • Serving as primary point of contact (POC) with Government program leadership (labor compliance) and COR personnel • Providing overall contract oversight (cost, schedule, performance) across all functions • Directing and managing interoperability strategy, including workforce reallocation across visa programs • Monitoring performance against SLA metrics, production targets, and quality standards • Leading development and delivery of executive reports, status briefings, and risk assessments • Identifying performance risks and developing mitigation strategies and impact analyses • Overseeing staffing strategy, including surge support and resource optimization • Leading continuous improvement initiatives to increase efficiency and reduce rework • Coordinating with Government on policy updates, operational priorities, and staffing changes • Ensuring compliance with regulatory requirements, SOPs, and contract objectives

Role Description As a Customer Experience Program Manager, you will join the Customer Experience team as part of a maternity leave replacement. At the crossroads of Product, Product Ops and Experience, your role will be to structure, accelerate and align high-impact Customer Experience initiatives within product squads. You will play a key role in ensuring efficient execution, strong cross-team collaboration and consistency across product experiences. Your Role Within Betclic - Customer Experience Program Management - Drive Customer Experience initiatives within Product squads (Onboarding, AI, etc.) - Contribute to the structuring and definition of initiatives with Product, Design and Tech teams - Support squads in prioritization, scoping and execution - Ensure coordination across teams (Product, Tech, Design, Ops…) - Facilitate communication and proactively remove blockers - Product Consistency & Delivery - Ensure consistency of user experience across major product releases - Structure and coordinate exploration phases with cross-functional Design teams - Partner with designers to maintain coherent and seamless user journeys - Support the rollout of initiatives across squads - Ensure smooth collaboration and information flow with Go-To-Market teams (ASO, Marketing, Creative) - Operations & Ways of Working - Contribute to structuring Customer Experience and Product practices and rituals - Support team organization and operational efficiency (meetings, workflows, coordination) - Contribute to operational management topics (budget tracking, internal organization, etc.) - Act as a cross-functional facilitator between Product, Design, Tech and Business teams - Contribute to the preparation of key internal events and deliverables Qualifications - You have experience in a Product, Product Ops or Customer Experience environment - You are used to working closely with product squads in agile environments - You have strong skills in structuring, prioritization and execution - You are able to align multiple stakeholders around shared goals - You have excellent communication skills and a strong facilitation mindset - You are comfortable working in a fast-paced, complex and evolving environment - You have a strong sensitivity to UX / Customer Experience and product thinking (a plus) - You speak English fluently Requirements - Fixed-term contract (5 months), available immediately in Bordeaux or remote