Customer Experience Program Manager

hace 3 días

Madrid, Madrid, España Personio A tiempo completo
Join Personio's Customer Experience Team

The Role: How You'll Make an Impact at Personio

This position can be office-based (hybrid) in one of the following countries: Germany, Spain, Ireland, the Netherlands, or the UK.

As a Program Manager within the Customer Experience Strategy & Operations (CXSO) team, you will develop, organize, and coordinate interconnected projects within our organization, with an 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. You will craft a situation analysis to provide a common and foundational understanding of the problem(s) to solve, develop an operating plan for your program of assignment, create and manage program KPIs, and project-manage all ongoing program activities.

Key Responsibilities
  • Strategic and operational enablement related to your customer programs and/or projects of ownership, including 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, and management of centralized communication with all 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.
  • Establish yourself as a data-driven customer advocate.
Requirements
  • 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 but also assertive, resilient, and very motivated.
  • High-quality standards for your work and communicate problems at an early stage.
  • Demonstrate logical and analytical thinking in combination with a high degree of data quality.
  • Very good written expression and strong 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.

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