Senior Program Manager - Customer Experience (f/m/d)*

YOUR MISSION:

As the Senior Program Manager - Customer Experience (f/m/d) at Parloa, your mission is to harmonize the Customer Experience teams and nurture connections with surrounding units by managing cross-functional projects and independently delivering projects aligned with the CX leadership. You will be key in defining the CX strategy, optimizing team communication, ensuring transparency of projects, and representing CX within the company. Your leadership role calls for you to drive strategic projects, budget, and headcount planning, as well as quarterly OKR planning and execution.

IN THIS ROLE YOU WILL:

• Collaborate with leadership in defining the CX strategy, thereby shaping our customer-centric strategies.
• Ensure efficient workflows by optimizing team communication and ways of working, promoting efficiency within the team.
• Guarantee transparency and clear ownership of CX projects, meaningfully contributing to project executions.
• Head the quarterly OKR planning process and oversee its execution throughout the year, keeping the team aligned with overall business goals.
• Lead team workshops to drive strategic projects, fostering innovation and encouraging team participation.
• Support CX leadership in budget and headcount planning, contributing to the strategic utilization of resources.
• Represent the CX team in company communication, ensuring visibility of our team and our customers, enhancing internal understanding of customer experiences.
• Liaise with leaders across Customer Success and CS Ops in the industry, ensuring we stay updated and relevant.

WHAT YOU BRING TO THE TABLE:

• 5+ years of proven experience in the SaaS industry, preferably in a strategic or management role.
• Comprehensive knowledge of SaaS business models, showing a deep understanding of the modern customer-centric business landscape.
• A strong understanding of customer success principles and a deep insight regarding our "partner-first" implementation strategy.
• Strong project management capabilities, with an emphasis on overseeing cross-functional teams and complex initiatives.
• Exceptional communication skills, with fluency in German and English.
• Exceptional decision-making skills with a knack for problem-solving.
• Ability to strive in a high-growth, fast-paced environment.

NICE TO HAVE:

• Experience in budgeting and strategic resource allocation.
• Strong managerial skills with an ability to motivate and lead a diverse team.
• Great networking abilities, with a solid track record of liaising with leaders across industries.

WHAT'S IN IT FOR YOU?

• Be part of a dynamic, driven team of +20 nationalities with flat hierarchies and collaborative company culture.  
• Hybrid work environment - we believe in hiring the best talent, no matter where they are based. However, we love to build real connections and want to welcome everyone in the office on certain days. (Job specific, it could be also on-site work)
• Attractive compensation package with equity (Job Specific).
• Training and development budget which can be used for conferences and attending development courses to ensure continuous professional growth.
• Flexible working hours, 28 vacation days and workation opportunities.
• Regular team events, game nights, and other social activities.
• And last but not least: a beautiful office with flair in the heart of Berlin with all the conveniences, such as adjustable desks, social area, fresh fruits, cereals and drinks.
• Is something missing here? Reach out and let's talk about what else you need for your ideal next growth opportunity.

Your recruiting process at Parloa:

Recruiter video call → Meet your manager → Challenge Task → Expert interview(s) → Meeting the team → Founder interview