Senior CX Program Manager (d/f/m)

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 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.