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Team Lead Product Experts (m/f/d)

Permanent employee, Full-time · Munich

The Role
The Product Experts manage the interface between Customer Experience and the Product & Engineering Department and support both areas in equal measure.
They are responsible for the efficient transfer of all product-related knowledge and the process design/documentation for all members of CX. At the same time they represent our customers and their needs in all phases of the agile product development process. In addition, they analyze the product-related behavior of our customer base.

In more detail, the Team Lead of the Product Experts is responsible for ensuring that the Product Experts successfully complete the following tasks:

Supporting Customer Experience
  • Design & documentation of processes (e.g., in Confluence)
  • Alignment with Product and documentation of product processes
  • Briefing/Training of CX team members
  • Concept development and administration of product adoption campaigns and activities
  • Management of escalated contacts
  • Development of workarounds for customers where there is no existing or planned product solution
  • Support of bug ticket management (QA and prioritization process)
  • Delivery of customer-facing presentations or announcements (i.e., User Group Meeting presentations, Customer Advisory Board updates, webinar appearances, etc.)
Supporting the development process of the Product Department
  • Participating in Agile ceremonies (sprint plannings, backlog groomings, standups, as able), representing the customer’s view and needs
  • Providing input, support, and feedback on discovery, roadmapping, design, and wireframing processes
  • Serving as sparring partner for Product Managers, focusing specifically on the experience of the customer
  • Organizing Beta tests (customer identification, communication, feedback process)
  • Gatekeeper of the downstream release process for Customer Experience
Creating Insights
  • Providing regular and quantifiable product feedback to P&E
  • Definition & tracking of Customer & Product Adoption KPIs
  • Analysis of customer behavior (contact reasons, needs, satisfaction, health)
  • Regular presentation and discussion of insights with different, internal stakeholders
Management of the Product Experts
  • Definition and implementation of efficient, standardized work styles and processes for all Product Experts (taking into account the individual domain focus for every one of them)
  • Continuous optimization of the status quo of processes and procedures
  • Preparation and execution of weekly meetings with the team for the administration of daily business and strategic objectives
  • Weekly 1:1 meetings with every single Product Expert for individual objectives, feedback and development
What you need to succeed
  • Leadership skills
    • As supervisor, the Team Lead needs to have experience in leading highly qualified specialists/experts
    • Superior project/time/conflict management skills as well are required to continuously succeed while managing limited resources against the high demand for support
  • Communication skills
    • Excellent verbal and written communication skills in English are required to successfully align, negotiate and present with all departments of Personio
  • Tech mindset
    • General tech mindset and more particular understanding of web-based software systems and development (Databases, APIs, ...)
    • Proven track record of technically supporting a software tool and experience with customer escalations
    • Creativity for creating workarounds in case there is no solution for a customer query
  • Need for in-depth Personio product knowledge as well as HR process understanding
Why Personio
Aside from our people, culture, and mission, there are a variety of additional benefits that help make Personio a great place to work! Work with us and receive:

  • Competitive compensation package that includes salary, benefits, and virtual shares
  • 26 days of paid vacation + 2 days off for Christmas and New Year's Eve (because we love what we do, but we also love vacation!)
  • Inclusive, equal opportunity, and multicultural workplace
  • Annual personal development budget of €1,500 for conferences, courses, books, career coach, etc.
  • High-impact work environment with short decision-making processes
  • Opportunity to invest in your retirement via the Personio Pension Scheme
  • Choose between three mobility options: UNU electric scooter, JobRad® bike or monthly public transportation ticket
  • Subsidised Qualitrain membership gives you access to 90 fitness studios and sports facilities across Munich for €25 per month
  • Regular company and team events like Oktoberfest, ski trips, Christmas parties, and more! (COVID permitting)
  • Find your best way to work with office-led, remote-friendly PersonioFlex! We offer a roughly 50% remote, 50% in-office working framework to suit your needs
  • Mental health support, as we know that mental wellbeing plays a major role in both our personal and professional success. #PersonioCares
  • Two Impact days you can use to have an impact on the environment and society. One day is for an individual project and one for a company-wide initiative! #SocialResponsibility
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 continue to grow through 2021, from 500 to 1,000+. We already have more than 4,000 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 m
ore than just another employee. Will you be one of them?

Your application
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