Technical Program Manager, AI-Driven CX (Hybrid)

Pleo; Lisboa; Hybrid; EUR 70,000 - 110,000; Full time

Benefits offered by this job

Pleo card

Lunch allowance

Private healthcare

25 days annual leave

Hybrid/remote options

Mental health support

Parental leave

Job summary

Pleo is seeking a Technical Program Manager, Customer Experience to lead complex CX technology programs across CX, Success, Support, Onboarding, Product and Engineering. You will manage dependencies, drive AI-enabled CX initiatives, and ensure measurable impact on customer outcomes.

The role emphasizes translating business problems into technical requirements, coordinating multiple teams, and delivering value through scalable CX capabilities.

Qualifications

• 5+ years of Technical Program Management experience in SaaS/fintech or enterprise tech.
• Experience leading cross-system programs with multiple integrations and data flows.
• Strong understanding of SDLC and agile/hybrid environments.
• Proven ability to translate requirements into technical specs and acceptance criteria.
• Excellent stakeholder management and communication skills.
• Experience driving AI-enabled CX initiatives and measurable outcomes.
• Comfort with moving complex programs from idea to impact.

Responsibilities

• Lead CX technology programs end-to-end, including scope, milestones, dependencies, risks and adoption.
• Define the technical roadmap for CX transformation and future CX architecture.
• Translate customer problems into clear technical requirements for Product, Engineering and Data teams.
• Drive integration programs across CRM, CS, Support, Onboarding, Product, billing, analytics and AI.
• Support a single customer view and improve customer health and risk infrastructure.
• Drive AI-enabled CX programs for self-service, agent productivity and knowledge retrieval.
• Automate repetitive CX workflows and reduce technical debt.
• Lead programs with Support, Customer Success and Onboarding; governance and UAT ownership.
• Ensure CX signals reach Product for visible customer needs and business value.

Skills

Technical program mgmt

SaaS/fintech experience

System integrations

Software lifecycle

Requirements management

Roadmap

Risk management

Stakeholder management

Analytics

Communication

Influence

Multi-project

AI in production

Impact delivery

CX/RV Ops

CX leadership collaboration

AI-enabled CX

Payments/spend‑management

SQL

Global CX platforms

Tools

Gainsight

Zendesk

Salesforce

AI platforms

Job description

Pleo is seeking a Technical Program Manager, Customer Experience to lead complex CX technology programs across CX, Success, Support, Onboarding, Product and Engineering. You will manage dependencies, drive AI-enabled CX initiatives, and ensure measurable impact on customer outcomes.

The role emphasizes translating business problems into technical requirements, coordinating multiple teams, and delivering value through scalable CX capabilities.