Senior Project Manager / AI Voice bot Program (Customer Care) - CDI (M/F)

Salary: €62,000 GROSS

We are looking for a Senior Project Manager to lead a Customer Service transformation program based on conversational AI (Voice bot) within a large international maritime transport group, based in Marseille.

Reporting to the Customer Care Transformation & AI management, you will ensure the planning, execution, and delivery of the program in alignment with business objectives, governance, budget, and adoption challenges.

Your responsibilities:

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Governance: drafting the project charter, defining the methodological framework (lifecycle, phase gates, RACI matrix, escalation principles, reporting cadence).

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Planning: constructing the project plan (WBS, milestones, critical path, deployment waves), Gantt, and monitoring dependencies between the Voice bot, IT, Data & AI, and Customer Care workstreams.

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Execution Management: weekly / monthly reporting, preparation of committees (Steering Committee, Working Groups), decision logs, arbitration recommendations ready for the executive level.

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Risks and incidents: maintaining the risk register and incident log, impact analysis (deadlines, costs, quality, adoption).

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Budget and resources: budget tracking by work package, contingencies, allocation plan for internal resources and service providers, optimization and reallocation proposals.

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Monitoring and performance: project dashboard (KPIs, budget / schedule variances) and operational performance monitoring framework for the Voice bot after deployment (definition of KPIs, data sources, thresholds, alerts, drift detection).

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Stakeholders and adoption: stakeholder engagement plan, change management plan (training, communication, country readiness, go-live support, feedback loop).

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Documentation: centralized document repository (SharePoint) and lessons learned report at the end of the program.

Conditions:

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Location: Marseille, 100% on-site (no remote work)

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Start date: September 21, 2026

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Contract: CDI

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Minimum 7 years of experience in IT project or program management, ideally in multi-country transformation contexts.

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Experience in conversational AI projects, voice bot, chatbot, customer service automation, or CRM is a major asset.

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Mastery of PMO tools and practices: planning (MS Project or equivalent), risk management, budget tracking, dashboards, committee governance.

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Excellent synthesis and communication skills: you know how to produce "executive-ready" materials and facilitate management committees.

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Experience in change management and supporting adoption during international deployments.

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Fluent English mandatory (reading, writing, speaking): all documentation and committees are conducted in English.

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PMP, Prince2, or equivalent certification is appreciated.

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Knowledge of the maritime, logistics, or supply chain sector is a plus.