Senior Process and Automation Manager

Customer Experience
Full Time
Munich, Dublin, Berlin
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Personio's intelligent HR platform helps small and medium-sized organizations unlock the power of people by making complicated, time-consuming tasks simple and efficient. Our growing team of 1,800+ Personios across Europe and the US are building user-friendly products that delight our 14,000+ customers and their 1.5 million employees. Ready to make an impact from day one?

The Role: How you'll make an impact at Personio

This position can be office-based (hybrid) in the following cities: Munich, Berlin or Dublin.

The CX Automation and Process Manager will play a critical role in driving operational efficiency and scalability within the Customer Experience organisation. By leading process optimization initiatives and implementing automated solutions, this role reduces costs, eliminates inefficiencies, and enhances overall service delivery. Partnering with cross-functional and inter-CX teams, the CX Automation and Process Manager ensures initiatives are well-executed, aligned with business objectives, and measured against key performance indicators. This role directly contributes to improved customer satisfaction, streamlined operations, and stronger business outcomes through ownership of projects such as revamping CX’s existing tooling, driving improvements to CX’s localisation processes, and establishing scalable discount approval workflows.

Role Responsibilities: What you'll do

  • Lead the design, implementation, and optimization of processes within Customer Experience to improve efficiency, scalability, and quality

  • Identify and evaluate opportunities for automation across CX workflows (including but not limited to self-service tools, cross-functional customer case handling, tooling improvements and redeployments, approval processes, etc.) and introduce industry-leading improvements

  • Partner with cross-functional teams (Support, Professional Services, Scaled CX, Product, PayOps, BillingOps) to remove friction points and ensure alignment to a consistent customer experience

  • Own the execution of CX improvement initiatives from scoping to delivery, ensuring clear goals, timelines, and stakeholder alignment

  • Manage and track multiple initiatives simultaneously, applying project management best practices to ongoing efforts

  • Define and monitor KPIs and success metrics for process improvements and automation deployments

  • Work with internal teams to develop and maintain documentation, playbooks, and training materials for new processes and tools

  • Stay informed on emerging CX technologies and automation trends to propose innovative solutions

Role Requirements: What you need to succeed

  • At least 6 years of relevant data analysis, project management, and/or program management experience, preferably in SaaS, technology, or a customer experience environment

  • Technical experience configuring SaaS tools, building system integrations, and developing automations with workflow automation software; strong SQL skills; and a demonstrated ability to rapidly prototype, test, and deploy solutions (“vibe coding”) using both low-code/no-code and code-based approaches.

  • Proven track record of delivering solutions for unscaled problems, ideally in customer-facing or customer service capacities

  • Demonstrated ability to translate business needs and customer pain points into technical requirements

  • Experience collaborating with Product, Engineering, Data, Systems, Customer Support, and Professional Services teams

  • Knowledge of customer experience metrics (CSAT, NPS, etc.) and best practices in B2B SaaS

  • Strong project management skills, including Agile or similar methodologies

  • Excellent communication, stakeholder management, and change management skills

  • Ability to drive cross-functional initiatives and influence without direct authority

Why Personio

Personio is an equal opportunities employer, committed to building an integrative culture where everyone feels welcomed and supported. We embrace uniqueness and understand that our diverse, values-driven culture makes us stronger. We are proud to have an inclusive workplace environment that will foster your development no matter your gender, civil status, family status, sexual orientation, religion, age, disability, education level, or race.

Aside from our people, culture, and mission, check out some of the other benefits that make Personio a great place to work:

  • Receive a competitive reward package – reevaluated each year – that includes salary, benefits, and pre-IPO equity

  • Enjoy 28 days of paid vacation, plus an additional day after 2 and 4 years

  • Make an impact on the environment and society with 1 (fully paid) Impact Day

  • Receive generous family leave, child support, mental health support, and sabbatical opportunities.

  • We follow an office-led, remote friendly approach, including opportunities to work from home and international locations. Many of our teams have designated days for gathering in the office to enhance collaboration and foster a sense of community.

  • We enjoy gathering for meals, cultural initiatives, and events like local Summer Sessions and year-end celebrations. There's also healthy snacks, drinks, and a weekly catered lunch.

Apply now