Senior CX Program Manager (d/f/m)

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's intelligent HR platform helps small and medium-sized organizations unlock the power of people by making complicated, time-consuming tasks simple and efficient. Our team of 1,500 Personios is building user-friendly products that delight our 15,000+ customers and their 1.5 million employees. Ready to make an impact from day one?

This position can be office-based (hybrid) in the following cities: Munich, Berlin or Dublin.

The Role: How you'll make an impact at Personio

The CX Program Manager will play a critical role in driving operational efficiency and scalability within the Customer Experience organization. By leading large-scale, cross-functional programs and projects, this role ensures smoother company-wide collaboration, CX cohesiveness, and enhances overall service delivery. Partnering with cross-functional and inter-CX teams, the CX Program Manager ensures initiatives are well-executed, aligned with business objectives, and measured against key performance indicators. This role directly contributes to improved customer satisfaction, streamlined operations, and stronger business outcomes through ownership of projects such as revamping CX's existing tooling, driving improvements to CX's activation processes and workflows, and ensuring that critical organizational change forces land successfully.

Role Responsibilities: What you'll do

• 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

Role Requirements: What you need to succeed

• At least 6 years of relevant data analysis, project management, and/or program management experience, preferably in SaaS, technology, or a customer experience environment
• Proven track record of delivering solutions for unscaled problems, ideally in customer-facing or customer service capacities
• Demonstrated ability to translate business needs and customer pain points into technical requirements
• Experience collaborating with Product, Engineering, Data, Systems, Customer Support, and Professional Services teams
• Knowledge of customer experience metrics (CSAT, NPS, etc.) and best practices in B2B SaaS
• Strong project management skills, including Agile or similar methodologies
• Excellent communication, stakeholder management, and change management skills
• Ability to drive cross-functional initiatives and influence without direct authority
• AI Fluency: You have hands-on experience using AI to improve your workflow, and the sound judgment to know exactly when to rely on it and when to step in yourself.

Why 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.

At Personio, we value in-person collaboration while also offering flexibility. This role is office-based, with 3 days per week required in your contracted office location. The remaining days can be worked from home or in the office if you prefer. In addition, you'll have 20 Flex Days per year to work remotely from other locations. Aside from our people, culture, and mission, check out some of the other benefits that make Personio a great place to work:

• Receive a competitive reward package - reevaluated each year - that includes salary, benefits, and pre-IPO equity
• Enjoy 28 days of paid vacation, plus an additional day after 2 and 4 years
• Make an impact on the environment and society with 1 (fully paid) Impact Day
• Receive generous family leave, child support, mental health support, and sabbatical opportunities
• We enjoy gathering for meals, cultural initiatives, and events like local Summer Sessions and year-end celebrations. There's also healthy snacks, drinks, and a weekly catered lunch.