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Program Manager - Operational Excellence (m/f/d)

Permanent employee, Full-time · Munich
The Role
As a part of the Product Expert team within the Customer Operations and Success Organization focused on E2E Initiatives, you leverage our support data to create efficiencies and improvements within our organization, as well as inform the Product feedback and development experience. You are responsible for driving the implementation of a new support data schema and processes as well as enhancing existing predictive 
framework mechanisms. Using these sources of data, you will uncover customer and functional insights and use them to inform CX process and Product design, reduce contact volumes, and drive operational improvements.

These tasks await you in detail:

  • You establish yourself as a data-driven customer advocate who knows how to both understand the customer and to manage initiatives to improve customer satisfaction by increasing process quality/efficiency
  • You build and manage a best-in-class insights practice that promotes the needs of customers and, by extension, supports the needs of business
  • You implement systems for collecting, consolidating, and analyzing customer interaction data to produce metrics and identify areas for improvement 
  • You collaborate with other teams/departments to create and manage projects that improve interaction between the customer and the company in order to enhance the customer experience with Personio’s services and products
  • You evaluate the potential for AI or NLP solutions in our existing support environment to capture the most relevant and useful data
  • Your work ultimately results in a measurable decrease in contact volumes and improvements in other operational KPIs such as total time to resolution and total touchpoints per interaction
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 several years of relevant data analysis and/or program management experience, ideally in the B2B/SaaS service environment
  • You have previous direct customer support experience, ideally in the B2B/SaaS environment
  • You work independently, effectively, and have a high level of problem-solving skill
  • You are capable of developing and managing projects that result in a more efficient and effective Service organization
  • You are a team player but also assertive, resilient, and very motivated
  • You distinguish yourself through your structured, analytical way of working, with which you also solve complex tasks in a goal-oriented manner
  • 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, German a plus
Why Personio
  • As you are joining Personio at such an early stage, this shows us your trust and confidence in us. We would like you to benefit from the success of the company, and therefore, we offer you a competitive compensation package (salary, benefits and virtual shares).
  • An inclusive, equal opportunity & multicultural work environment.
  • 1,500 Euro annual development budget for attending conferences or courses, buying books, getting a coach etc.
  • A high-impact work environment and short decision-making processes.
  • Fun team & company events.
  • Choose between three mobility options: Unu electric scooter as "company car", a JobRad® or an additional payment for a yearly public transportation ticket.
  • Subsidised Qualitrain membership: For 25 euros per month you can train in 90 fitness and yoga studios, swimming pools and many other sports facilities in Munich.
  • #SocialResponsibility: We are grateful for our privileges and take action to have a positive impact on the environment and society. Therefore, you will have two extra days to have #Impact: one individual and one supporting a company-wide project!
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About us
Being a Personio means being part of something big. It means shaping the future of HR, the future of our company and at the very same time: your future. As one of the fastest-growing B2B SaaS companies in Europe, we have raised $125 million in ‘Series D’ funding in January 2021, making Personio the most valuable HR technology company in Europe. We have a great product and a fantastic team that will double in 2021, from 500 to 1,000. We already have more than 3,000 customers with a market that is only waiting to be developed further, but we aim high: Our goal is to build the leading HR platform in Europe.

At Personio, we believe in hiring people like you - ambitious, forward thinkers who want to be more than just another employee. Will you be one of them?

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Your application
Thank you for considering a career at Personio. Please fill out the following form. In case you are experiencing problems with the document upload, mail your documents to joinus@personio.de.

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