Customer Experience: Program Manager

6 months ago

Dublin, Ireland Personio Full time

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 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.

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.

Role Responsibilities: What you'll do

You are responsible for  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

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  develop the right metrics to understand the impact and success of the projects within your ownership

You develop r egular 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

Role Requirements: 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 at least 5 years of relevant data analysis and/or program management experience, ideally in the B2B/SaaS service environment

You are a team player but also assertive, resilient, and very motivated

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

You have the ability to make complex matters accessible to different stakeholders

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.

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 (because we love what we do, but we also love vacation) Make an impact on the environment and society with 2 (fully paid) Impact Days – one for an individual project of your choice and one for a company-wide initiative Receive generous family leave, child support, mental health support, and sabbatical opportunities with PersonioCares Find your best way to work with our office-led, remote-friendly PersonioFlex Most teams offer a roughly 50% remote, 50% in-office working framework Invest in your development with an annual personal development budget to use on professional memberships, external certifications, conferences, and more Connect with your fellow Personios at regular company and team events like All Company Culture Week and local year-end celebrations Engage in a high-impact working environment with flat hierarchies and short decision-making processes

About us

Bring your best. Make your mark. We’re using technology to revolutionize the way HR operates so that we can transform the way millions of people experience work every day. We move fast, challenge the status quo, and support our people as they shape their careers.

With over 10,000 customers and a team of 2,000 in eight offices around the world, now is the perfect time to join We believe in hiring driven people who want to make an impact. So bring your best, and let’s build the future of HR technology together.

Discover our Personio Principles, that guide our mindset, behaviours, and the ways we work together:

Exceed Customer Expectations: We anticipate, prioritize, and solve for the needs of our customers.
Deliver Exceptional Results: We dream big and move with urgency to make great things happen.
Elevate One Another:  We work together as trusted partners to amplify our collective impact.
Care to Challenge: We care personally and challenge directly to unlock our full potential.
Ignite Positive Momentum: We embrace the challenge with a positive mindset and celebrate our wins together.

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