Customer Experience Program Manager

hace 3 días

Madrid, Madrid, España Personio A tiempo completo
The Role:

We are seeking a highly skilled Program Manager to join our Customer Experience Strategy & Operations (CXSO) team. As a Program Manager, you will be responsible for developing, organizing, and coordinating inter-connected projects within our organization, with the overall goal of improving the customer experience while using the product and interacting with Personio from the post-sales perspective.

You will be responsible for owning a program of work selected from a pipeline of priorities within the CX organization. This will involve crafting a situation analysis to provide a common and foundational understanding of the problem(s) to solve, developing an operating plan for your program of assignment, creating and managing program KPIs, and project-managing all ongoing program activities.

Role Responsibilities:

As a Program Manager, you will be responsible for strategic and operational enablement related to your customer programs and/or projects of ownership. This will include:

  • Creation of project plans
  • Development of deadlines, budgets, and workstreams
  • Application of change, risk, and resource management
  • Design of process flows and components needed for program/project execution
  • Management of centralized communication with all operational and strategic stakeholders

You will coordinate internal and external teams and departments to execute projects within each program. You will work cross-functionally to implement, measure, and refine elements of your program. You will develop the right metrics to understand the impact and success of the projects within your ownership. You will develop regular data analysis and reporting to track progress against KPIs. You will share your findings and analyses with CX leadership and relevant cross-functional stakeholders. You will establish yourself as a data-driven customer advocate.

Role Requirements:

To be successful 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
  • A team player with assertive, resilient, and motivated qualities
  • High quality standards for your own work and the ability to communicate problems at an early stage
  • Logical and analytical thinking in combination with a high degree of data quality
  • Strong written expression and communication skills in English
  • The ability to make complex matters accessible to different stakeholders
About Personio:

Personio is an equal opportunities employer, committed to building an integrative culture where everyone feels welcomed and supported. We embrace uniqueness and understand that our diverse, values-driven culture makes us stronger. We are proud to have an inclusive workplace environment that will foster your development no matter your gender, civil status, family status, sexual orientation, religion, age, disability, education level, or race.

We offer a competitive reward package reevaluated each year that includes salary, benefits, and pre-IPO equity. You will enjoy 28 days of paid vacation, plus an additional day after 2 and 4 years. You will have the opportunity to make an impact on the environment and society with 2 (fully paid) Impact Days, one for an individual project of your choice and one for a company-wide initiative. You will receive generous family leave, child support, mental health support, and sabbatical opportunities with PersonioCares. You will find your best way to work with our office-led, remote-friendly PersonioFlex Most teams offer a roughly 50% remote, 50% in-office working framework. You will invest in your development with an annual personal development budget to use on professional memberships, external certifications, conferences, and more. You will connect with your fellow Personios at regular company and team events like All Company Culture Week and local year-end celebrations. You will engage in a high-impact working environment with flat hierarchies and short decision-making processes.

We believe in hiring driven people who want to make an impact. We move fast, challenge the status quo, and support our people as they shape their careers. With over 10,000 customers and a team of 2,000 in eight offices around the world, now is the perfect time to join us. We believe in our Personio Principles, which guide our mindset, behaviors, and the ways we work together:

  • Exceed Customer Expectations
  • Deliver Exceptional Results
  • Elevate One Another
  • Care to Challenge
  • Ignite Positive Momentum

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