# Technical Program Manager, Customer Experience

**Company**: Pleo
**Location**: Lisbon
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Category**: Product Management
**Industry**: Technology

**Apply**: https://jobs.ashbyhq.com/pleo/a14cd528-70ed-4b1e-9b50-04705c9af78a?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_efb77f66-1e6

## Description

We are looking for a Technical Program Manager, Customer Experience at Pleo. In this role, you'll help lead complex technical programs at the intersection of Customer Experience, Customer Success, Support, Onboarding, Product, Engineering, Data, Revenue Operations and AI.

You’ll help turn Pleo’s CX transformation strategy into scalable technical capabilities that make it easier for customers to onboard, get support, realise value, resolve issues and grow with Pleo.

Responsibilities:

- Lead CX technology programs end-to-end, from problem definition and requirements through design, testing, launch, adoption and optimisation.

- 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.

- Drive integration programs connecting CRM, Customer Success, Support, Onboarding, Product, billing, analytics and AI platforms.

- Support a single customer view and improve customer health and risk infrastructure.

- Drive AI-enabled CX programs for self-service, agent productivity, onboarding, Customer Success, knowledge retrieval, QA and virtual customer-facing capabilities.

- Automate repetitive CX workflows and reduce technical debt across customer-facing systems.

- Lead technical programs with Support, Customer Success and Onboarding.

- Own UAT coordination, business readiness and technical program governance for major CX releases.

Requirements:

- 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.

- A solid grasp of the software development lifecycle.

- 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.

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

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.

Benefits:

- Your own Pleo card.

- Lunch is on us for your work days.

- Comprehensive private healthcare.

- 25 days of annual leave + public holidays.

- Hybrid and fully remote working options.

- Free mental health and well-being support.

- Paid parental leave.

## Skills

### Required
- Technical Program Management
- SaaS
- fintech
- enterprise technology
- software development lifecycle
- Agile
- analytical skills
- communication
- influence

### Nice to have
- Customer Experience
- Revenue Operations
- Gainsight
- Zendesk
- Salesforce
- SQL
- data-querying skills
- conversational AI platforms
- automated QA
- knowledge-management platforms
- payments
- spend-management
- financial-data experience

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Source: [Apply at jobs.ashbyhq.com](https://jobs.ashbyhq.com/pleo/a14cd528-70ed-4b1e-9b50-04705c9af78a?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)