Senior Program Manager, Customer Experience and Defect Elimination

About This Opportunity

We are representing a confidential technology company in their search for a Senior Program Manager focused on Customer Experience and Defect Elimination. This high-impact role sits within the EMEA Customer Experience organization and reports to the Director of Defect Elimination and Customer Experience.

Every customer contact and service credit represents a defect in the system. This position exists to identify those defects, trace them to their source, and partner with cross-functional teams to eliminate them systematically. You'll be the voice of the customer in strategic planning sessions and product reviews, ensuring customer experience improvements are prioritized and executed across 40+ markets.

Responsibilities

• Own delivery of the defect elimination program across EMEA, applying defect driver taxonomy to identify concentration points and poor customer outcomes
• Build and maintain a clear, prioritized roadmap of issues for partner teams to address
• Represent the voice of the customer in product reviews, business planning sessions, and strategic meetings
• Prepare and present data to make the cost of poor customer experience concrete and attributable to specific teams
• Build working relationships with engineering, marketplace operations, courier operations, and finance teams
• Track committed fixes through to completion and feed results back into the program
• Maintain and improve data infrastructure and reporting to ensure customer experience insights are credible and actionable

What We're Looking For

• Experience working inside a large-scale customer experience or operations function
• Direct experience translating customer defects through identification, root cause analysis, and resolution
• Strong analytical instincts with the ability to work with imperfect data and build credible cases from directional evidence
• Prior exposure to a successful Voice of the Customer (VoC) program
• Proven ability to influence cross-functional teams and get stakeholders to prioritize customer-benefiting work
• Clear communication skills and ability to build trust quickly across organizational boundaries
• Ability to introduce structure and rigor while remaining agile and responsive to changing priorities
• Comfort operating in dynamic and ambiguous environments
• Located in or willing to relocate to Berlin, Germany

How We Work With You

As your recruiting partner at Get A Job.ai, we handle the entire application process on your behalf. When you apply through our platform, one of our recruiters will screen your background and prepare your profile for submission to our client. We coordinate all interviews and negotiations. Please do not contact the client directly, as we are managing this search exclusively.

The interview process typically includes an initial conversation with our talent team, followed by a meeting with the hiring manager for competency-based questions, a business case assignment and presentation, and potentially a final conversation with senior stakeholders. Throughout all stages, you'll have opportunities to ask questions about the role and organization.

Pay

Compensation details will be discussed during the screening process with our recruiting team.

Equal Opportunity

Get A Job.ai is committed to inclusive hiring practices and works with clients who share our values around diversity, equity, and inclusion in the workplace.