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

Why Parloa?

Parloa is one of the fastest growing startups in the world of Generative AI and customer service. Parloa’s voice-first GenAI platform for contact centers is built on the best AI technology to automate customer service with natural-sounding conversations for outstanding experiences on all communication channels. Leveraging natural language processing (NLP) and machine learning, Parloa creates intelligent phone and chat solutions for businesses that turn contact centers into value centers by boosting customer service efficiency. The Parloa platform resolves the majority of customer queries quickly and automatically, allowing human agents to focus on complex issues and relationships. Parloa was founded in 2018 by Malte Kosub and Stefan Ostwald and today employs over 250 people in Berlin, Munich, and New York.

When you join Parloa, you become part of a dynamic and innovative team made up of over 34 nationalities that’s revolutionizing an entire industry. We’re passionate about growing together and creating opportunities for personal and professional development. With our recent $66 million Series B investment, we’re expanding globally and looking for talented individuals to join us on this exciting journey.

Do you have questions about Parloa, the role, or our team before you apply? Please feel free to get in touch with our Hiring Team.

Parloa is committed to upholding the highest data protection standards for our clients' and employees' data. All our employees are instrumental in ensuring the utmost care, GDPR, and ISO compliance, including ISO 27001, in handling sensitive information.

* We provide equal opportunities to all qualified applicants regardless race, gender, sexual orientation, age, religion, national origin, disability status, socioeconomic background and other characteristics.