The Role
At Personio we are on the amazing journey of becoming the leading HR Platform in Europe!
Join our international agile Product & Engineering team and take an active role in shaping our engineering culture and the future of thousands of HR teams and organizations across Europe. At Personio you will have a direct impact on our product, our users, our organization, and our engineering practices.
As a part of the Customer Experience (CX) Enablement team focused on E2E Initiatives, 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.
As a Program Manager, you are 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.
Your responsibilities include:
- You are responsible for strategic and operational enablement related to your customer journey(ies) of ownership, including (but not limited to):
- Creating a roadmap for the assigned customer journey(ies) that reflects program strategies and objectives, and ensuring alignment to other customer journey roadmaps
- Discovery and mapping of the existing workflows of customers and their activities
- Development of deadlines, budgets, and activities within the program
- Application of change, risk, and resource management
- Ensuring customer journey alignment to company/department strategies and goals
- Co-development of a long-term vision for each customer journey in alignment with business owners
- Design of process flows and components needed for enhancement of each customer journey
- 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 own concepts for increasing the adoption or efficiencies for our customers
- You develop the right metrics to understand the impact and success of the projects within your customer journey(ies)
- You develop regular 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 who knows how to both understand the customer and to manage initiatives to improve customer satisfaction by increasing process quality/efficiency