Senior Channel Manager – Customer Relations & AI Operations
AmsterdamRegularPosted Jun 30, 2026
Key responsibilities
Profile
- Own tactical and operational relationships with vendors, outsourcing partners and internal stakeholders.
- Lead operational governance, business reviews and escalation handling.
- Be accountable for service delivery across Customer Service, Consumer Support, Back Office, Business Support and Outreach.
- Drive performance against SLAs, CSAT, productivity, cost and quality targets.
- Lead operational campaign setup, rollout, optimisation and post-campaign evaluation.
- Champion AI and automation use cases that improve efficiency, scalability and customer experience.
- Manage incidents, risks, compliance and data-quality topics with the relevant stakeholders.
- Support training needs, knowledge sharing and adoption of best practices across partner teams.
Profile
- Strong background in customer operations, channel management and stakeholder leadership.
- Commercially aware, hands-on and comfortable in a fast-moving environment.
- Proven track record in continuous improvement, change management and operational excellence.
- AI-minded, but grounded in execution and service ownership rather than pure analysis.
- Regularly visit contact center and outsourcing partner locations to review performance, strengthen partnerships, calibrate quality standards, and identify improvement opportunities.
- Fluent in Dutch