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

at  Parloa

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.

WHY PARLOA?

Join Parloa in revolutionizing customer communication with Artificial Intelligence! We’re a leading Conversational AI platform collaborating with industry giants, both as partners and clients. Our mission is to create a comprehensive customer solution for businesses worldwide, and we’re committed to achieving this by having people and AI join forces.
We were founded in 2017 in Berlin, and since then we’ve become one of the most innovative SaaS companies in the market. By leveraging our cutting-edge conversational AI platform, we are enabling businesses to have meaningful conversations with their customers. We’re committed to achieving this by combining top-notch technical engineering with innovative leadership and the belief that every single team member can have a massive impact on our future.
By joining Parloa, you’ll have the opportunity to be part of a dynamic and innovative team that’s revolutionizing an entire industry. We’re passionate about growing together and creating opportunities for personal and professional development. With our recent 20 million Series A 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.

• 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.