Technical Program Manager, Customer Experience

As a Technical Program Manager, you will:

• Lead CX technology programs end-to-end, from problem definition and requirements through design, testing, launch, adoption and optimisation. Own scope, milestones, dependencies, risks and decisions, and confirm after launch that the technology changed adoption, customer impact and operations.

• Partner with CX leadership to define the technical roadmap for the customer experience transformation, and help establish the future-state CX technology architecture for Pleo's next stage of growth.

• Translate customer and business problems into clear technical requirements and acceptance criteria for Product, Engineering, Data and systems teams, and explain architecture, trade-offs, risks and options to CX leaders in business language.

• Drive integration programs connecting CRM, Customer Success, Support, Onboarding, Product, billing, analytics and AI platforms. Document customer data flows: where data originates, where it moves, which system owns it and how it is used.

• Support a single customer view and improve customer health and risk infrastructure, combining usage, support, onboarding, payment, engagement and sentiment signals. Partner with Data on churn prediction, proactive risk detection and next-best-action.

• Drive AI-enabled CX programs for self-service, agent productivity, onboarding, Customer Success, knowledge retrieval, QA and virtual customer-facing capabilities. Set scope, release criteria and quality gates for the engineers and data scientists building AI agents, without line management of those teams.

• Automate repetitive CX workflows and reduce technical debt across customer-facing systems. Challenge automation that is covering up a broken process.

• Lead technical programs with Support (routing, case management, escalations), Customer Success (health, lifecycle triggers, forecasting) and Onboarding (digital journeys, implementation tracking, time-to-value).

• Own UAT coordination, business readiness and technical program governance for major CX releases, including decision logs, dependency and risk tracking, and architecture decisions. Escalate risks with recommendations, not just status.

• Make sure CX signals reach Product, so recurring friction and customer needs become visible and actionable.

You'll thrive in this role if you have:

• 5+ years of Technical Program Management, leading complex technology programs.

• Experience in SaaS, fintech, enterprise technology or another high-growth digital environment.

• Experience managing programs across multiple systems, integrations, APIs, data flows and technical dependencies, where no single team owns the whole solution.

• A solid grasp of the software development lifecycle, from requirements and architecture through testing, release and optimisation, in Agile or hybrid environments.

• Program fundamentals: requirements, scope, roadmap, dependency and risk management, technical governance, stakeholder management, UAT, release and change management, and adoption measurement.

• Strong analytical skills and comfort with operational and customer data.

• Clear written and verbal communication. You can state the problem, recommendation, trade-offs and decision needed concisely, and translate technical decisions into language senior stakeholders understand.

• Influence without direct authority, and the confidence to challenge both business and technical assumptions.

• The ability to run several high-priority programs at once, while keeping the broader CX strategy in view.

• Hands-on experience taking AI-enabled features into production and owning their quality after launch, including accuracy, resolution rates, and knowing when a human should take over.

• A track record of moving complex programs from idea to measurable results.

Nice to have:

• Direct Customer Experience or Revenue Operations experience

• Gainsight or similar CS platforms, Zendesk or similar support platforms, Salesforce or another enterprise CRM

• Building customer health or churn-prediction models, or working with product usage and behavioural data

• Administering conversational AI platforms, designing virtual agents, or building agentic workflows

• Automated QA or knowledge-management platforms

• Payments, spend-management or financial-data experience

• SQL or data-querying skills

• Managing global or multi-market customer platforms

This role is a good fit for you if:

• You enjoy solving complex customer problems through technology and can move between CX leaders and Engineering teams.

• You believe technology should improve outcomes rather than just automate processes.

• You want ownership of hard problems rather than coordination work, and you're comfortable creating structure in ambiguity.

• You want to be a trusted technical partner to CX leadership, Product and Engineering, helping build a connected, AI-enabled CX operating model.

This role is not a good fit for you if:

• You are looking for a traditional project-management role focused on timelines, meetings and status updates.

• You prefer to avoid getting into the technical details, data models, failure scenarios, and build-versus-buy trade-offs.

• You are uncomfortable challenging business or technical assumptions, or you prefer coordinating tasks rather than driving end-to-end accountability and measurable outcomes.

In your first 12 months at Pleo, you'll:

• Lead CX initiatives to move from strategy to production faster and more predictably, with Product, Engineering, Data and CX aligned on outcomes and risks surfacing before they block delivery.

• Collaborate with Product, Engineering, Data and CX to better connect customer-facing systems, make churn and health signals actionable, reduce manual work and customer friction, and manage technical debt on purpose.

• Grow your skills as a trusted technical partner to CX leadership, Product and Engineering, helping build a connected, AI-enabled CX operating model and establishing the future-state CX technology architecture for Pleo's next stage of growth.

• Your own Pleo card (no more out-of-pocket spending!)

• Lunch is on us for your work days - enjoy catered meals or receive a lunch allowance based on your local office

• Comprehensive private healthcare - depending on your location, coverage options include Vitality, Alan or Médis

• 25 days of annual leave + public holidays (additional days may apply in select countries based on local standards).

• For our Team, we offer both hybrid and fully remote working options

• We use MyndUp to give our employees access to free mental health and well-being support with great success so far

• Paid parental leave - we want to make sure that we're supportive of families and help you feel that you don't have to compromise your family due to work

The interview process We want to ensure you are set-up for success and understand what will be expected of you. If your application is successful, our interview process is as follows: •

A final interview with a Senior Leader

Transparency is important to us so we also wanted to share some insights about what we're looking for in applications to ensure you can set yourself up for success! Last time we hired for this role, we received a vast number of applications but only a few were selected for an intro call. Some of the key reasons why previous candidates didn't make it past the application screening stage include:

• CV writing and content: we receive a lot of CVs, and many of them are AI-generated. We love seeing people leverage AI - it's a big focus for us internally too - but without human intervention, these CVs can sometimes become generic and fail to show a candidate in the best light. What we're really looking for is the specific details of real impact that only you know from your previous experience. A top tip from us is to use the "Achieved X, as measured by Y, by doing Z" formula (credit: Laszlo Bock, ~2014) to give a really clear picture of what you've worked on. A final note: including links to your previous companies' websites is a huge help and allows us to truly understand your background!

• Application care: every single application we receive is reviewed by a human (yes, hundreds of them) because we believe that candidates' efforts should be matched by an equal level of human care. This means that we expect a similar level of attention put into your application. Read and answer the application questions carefully, they make a huge difference in our decision-making process.

• Profile to role fit: highlight most important aspects of the role, points that might get misunderstood, any specific industry requirements etc.