CX Programs Lead - AI-Driven, Cross-Functional Impact

Personio; Dublin; Hybrid; EUR 100,000 - 150,000; Full time

Benefits offered by this job

Salary, benefits, and pre-IPO equity

28 days paid vacation plus increments

Flexible work arrangement with 20 flex

Impact Day

Family leave, mental health support, &

Sabbatical opportunities

Job summary

Personio is seeking a CX Program Manager in a hybrid role based in Dublin or other locations. You will lead high-priority, cross-functional programs across CX to drive efficiency, scalability, and stellar customer experiences.

You will partner with Support, Professional Services, Systems, Product, PayOps, BillingOps to remove friction and set clear goals and timelines. You will define KPIs, manage multiple initiatives, develop documentation and playbooks, and stay ahead of CX technologies.

Qualifications

• Minimum 6 years in data analysis, project or program management in SaaS or CX.
• Proven track record delivering solutions for unscaled problems in a customer-facing context.
• Ability to translate business needs into technical requirements.
• Experience collaborating with Product, Engineering, Data, Systems and Support teams.
• Knowledge of CX metrics (CSAT, NPS) and best practices in B2B SaaS.
• Strong communication, stakeholder management and change management skills.

Responsibilities

• Lead high-priority, high-visibility, cross-functional programs, projects, and initiatives on behalf of CX
• Partner with cross-functional teams (Support, Professional Services, Systems, Product, PayOps, BillingOps) to remove friction points and ensure alignment to a consistent customer experience
• Own the execution of CX improvement initiatives from scoping to delivery, ensuring clear goals, timelines, and stakeholder alignment
• Manage and track multiple initiatives simultaneously, applying project management best practices to ongoing efforts
• Define and monitor KPIs and success metrics for process improvements and automation deployments
• Work with internal teams to develop and maintain documentation, playbooks, and training materials for new processes and tools
• Stay informed on emerging CX technologies and trends to propose innovative solutions
• Leverage your AI fluency to ensure that the workflows you establish for others and the tasks you set for yourself are optimized for efficiency, and governed by sound judgment

Skills

Data analysis

Project management

Cross-functional collaboration

Agile methodologies

AI fluency

Job description

Personio is seeking a CX Program Manager in a hybrid role based in Dublin or other locations. You will lead high-priority, cross-functional programs across CX to drive efficiency, scalability, and stellar customer experiences.

You will partner with Support, Professional Services, Systems, Product, PayOps, BillingOps to remove friction and set clear goals and timelines. You will define KPIs, manage multiple initiatives, develop documentation and playbooks, and stay ahead of CX technologies.