Customer Experience Program Manager

hace 4 semanas

Madrid Centro, Madrid, España Personio A tiempo completo
About the Role

We are seeking a highly skilled Customer Experience Program Manager to join our team at Personio. As a key member of our Customer Experience Strategy & Operations (CXSO) team, you will play a critical role in developing, organizing, and coordinating interconnected projects that drive customer satisfaction and loyalty.

Your primary responsibility will be to own a program of work selected from a pipeline of priorities within the CX organization. You will craft a situation analysis to provide a common understanding of the problem(s) to solve, develop an operating plan for your program, create and manage program KPIs, and project-manage all ongoing program activities.

Key Responsibilities
  • Develop strategic and operational enablement plans for customer programs and projects, including creation of project plans, deadlines, budgets, and workstreams.
  • Apply change, risk, and resource management principles to ensure successful program execution.
  • Design process flows and components needed for program/project execution and manage centralized communication with operational and strategic stakeholders.
  • Coordinate internal and external teams and departments to execute projects within each program.
  • Work cross-functionally to implement, measure, and refine elements of your program.
  • Develop the right metrics to understand the impact and success of the projects within your ownership.
  • Develop regular data analysis and reporting to track progress against KPIs.
  • Share your findings and analyses with CX leadership and relevant cross-functional stakeholders.
Requirements

To succeed in this role, you will need:

  • A degree with a focus on Business Information, Business Administration, Program Management, Informatics, or a corresponding field, ideally with a technical focus or data focus.
  • At least 5 years of relevant data analysis and/or program management experience, ideally in the B2B/SaaS service environment.
  • Strong team player with assertive, resilient, and motivated qualities.
  • High-quality standards for work and ability to communicate problems at an early stage.
  • Logical and analytical thinking with a high degree of data quality.
  • Excellent written expression and strong communication skills in English.
  • Ability to make complex matters accessible to different stakeholders.
About Personio

Personio is an equal opportunities employer committed to building an inclusive culture where everyone feels welcomed and supported. We believe in hiring driven people who want to make an impact and are passionate about revolutionizing the way HR operates.

We offer a competitive reward package, including salary, benefits, and pre-IPO equity, as well as opportunities for professional growth and development. Our team is passionate about making a difference, and we're looking for like-minded individuals to join us on this journey.

At Personio, we value diversity, equity, and inclusion. We're committed to creating a workplace environment that fosters growth, innovation, and collaboration. If you're passionate about customer experience and want to be part of a dynamic team, we encourage you to apply for this exciting opportunity.

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