Senior Program Manager

**The Role**: At Personio, we are on the amazing journey of becoming the leading HR Platform in Europe Join our international agile CX Enablement team and take an active role in shaping the future of thousands of HR teams and organizations across Europe. As part of the Customer Experience (CX) Enablement team focused on E2E Initiatives, you will develop, organize, and coordinate inter-connected 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. As a Senior Program Manager, you are 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. **Your responsibilities include**: - You are responsible for strategic and operational enablement related to your customer journey(ies) of ownership, including (but not limited to): > Creating a roadmap for the assigned customer journey(ies) that reflects program strategies and objectives, and ensuring alignment to other customer journey roadmaps > Discovery and mapping of the existing workflows of customers and their activities > Development of deadlines, budgets, and activities within the program > Application of change, risk, and resource management > Ensuring customer journey alignment to company/department strategies and goals > Co-development of a long-term vision for each customer journey in alignment with business owners > Design of process flows and components needed for enhancement of each customer journey > Management of centralized communication with all operational and strategic stakeholders - You coordinate internal and external teams and departments to execute projects within each program - You work cross-functionally to implement, measure, and refine elements of your program - You own concepts for increasing the adoption or efficiencies for our customers - You develop the right metrics to understand the impact and success of the projects within your customer journey(ies) - You develop regular data analysis and reporting to track progress against KPIs - You share your findings and analyses with CX leadership and relevant cross-functional stakeholders - You establish yourself as a data-driven customer advocate who knows how to both understand the customer and to manage initiatives to improve customer satisfaction by increasing process quality/efficiency **What you need to succeed**: - You have 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 - You have several years of relevant data analysis and/or program management experience, ideally in the B2B/SaaS service environment - You have previous direct customer support experience, ideally in the B2B/SaaS environment - You work independently, effectively, and have a high level of problem-solving skill - You are capable of developing and managing projects that result in a more efficient and effective Service organization - You are a team player but also assertive, resilient, and very motivated - You distinguish yourself through your structured, analytical way of working, with which you also solve complex tasks in a goal-oriented manner - You have high quality standards for your own work and communicate problems at an early stage - You demonstrate logical and analytical thinking in combination with a high degree of data quality - You have a very good written expression and strong communication skills in English, German a plus - You have the ability to make complex matters accessible to different stakeholders - You make your program engaging, to help inspire participation and willingness to take over ownership from across the different teams in CX **Why Personio**: Aside from our people, culture, and mission, there are a variety of additional benefits that help make Personio a great place to work Work with us and receive: - Competitive compensation package that includes salary, benefits, and pre-IPO equity - 28 days of paid vacation, plus another additional day after 2 and 4 years (because we love what we do, but we also love vacation) - 2 Impact Days you can use to have an impact on the environment and society - one for an individual project of your choice and one for a company-wide initiative #SocialResponsibility - Find your best way to work with our office-led, remote-friendly PersonioFlex We offer a roughly 50% remote, 50% in-office working framework to suit your needs - Annual personal development budget of €1,500 for conferences, courses, books, career coach, etc. - Regular company and team events like Oktoberfest, ski trips, Christmas parties, and m