Program and Business Solutions Manager

About the role

The Program and Business Solutions Manager, Digital Assistance, plays a pivotal role in leading and coordinating the transformation of International SOS’s global case management and provider network capabilities. This role is responsible for overseeing strategic programs that enable the shift to a customer-centric, AI-powered omnichannel assistance platform. The Program Manager will ensure alignment across product, operations, and technology teams, driving delivery of future-fit digital solutions that enhance operational efficiency and service excellence.  

Key responsibilities

As the CMS Program Lead, you’ll play a pivotal role in shaping the future of digital assistance services. Your mission will be to drive innovation, streamline operations, and deliver a world-class case management platform.

Key responsibilities include:

-Lead the Full Program Lifecycle: Own the end-to-end delivery of the Future CMS -from discovery and design to implementation and rollout.
-Strategic Roadmapping: Develop and maintain a clear, actionable program roadmap aligned with business priorities and emerging technologies.
-Cross-Functional Leadership: Coordinate global teams across product, IT, operations, and medical/security services to deliver impactful outcomes.
-Business Case & ROI: Build compelling business cases, cost models, and benefit frameworks to support investment decisions and measure success.
-Stakeholder Engagement: Act as the key liaison between Assistance Centres, Group IT, and product teams—ensuring alignment, transparency, and shared vision.
-AI & Innovation: Lead the design, testing, and deployment of AI-powered tools (e.g., transcription, automation) using rapid experimentation and pilot programs.
-Vendor & Compliance Oversight: Manage strategic tech partnerships and ensure all vendors meet compliance standards, including data protection and AI governance.
-Data & Process Excellence: Collaborate with data architects to design future-ready data models and maintain a robust process repository.
-Product Strategy & Development: Shape the CMS as a commercial product opportunity, aligning features with market needs and service delivery evolution.
-Governance & Communication: Facilitate program governance forums and maintain proactive communication to manage expectations and resolve challenges.

About you

•    Bachelor’s degree required; Business, Information Systems, Engineering, or other related fields.  
•    Certified in Business Process Management or Lean Six Sigma; proficiency in SAP Signavio.
•    Project Management or Scaled Agile Framework (SAFe). 
•    Proficiency in MS Office suite of applications, esp. MS Project and MS Visio.
•    Proficiency in MS Office suite of applications, esp. MS Project and MS Visio.
•    Typically 7+ years in digital transformation, product management, or operational excellence roles.
•    Proven success managing complex tech programs—ideally in healthcare, security, or assistance services.
•    Experience with process design, decision modelling, and vendor oversight.
•    Familiarity with CCaaS platforms, AI experimentation, and agile delivery.
•    Strong background in system and process analysis, requirements definition, and end-to-end delivery lifecycle.

Additional Information

•    Travel occasionally to meetings in other Intl.SOS regions – as assigned

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