Senior Program Manager, Customer Experience and Defect Elimination

Responsibilities

We are representing a confidential technology company in Berlin seeking a Senior Program Manager to lead customer experience and defect elimination initiatives across EMEA markets. In this high-impact role, you will transform customer experience data into actionable insights and drive systemic improvements across the organization.

Your core responsibilities will include:

• Leading the defect elimination program across EMEA, applying taxonomy frameworks to identify where defect rates concentrate and customer outcomes suffer, building prioritized issue lists for partner teams
• Representing the voice of the customer in key decision-making forums, preparing and presenting data in product reviews, business reviews, and planning sessions to make customer experience costs concrete and attributable
• Building and maintaining working relationships with engineering, marketplace operations, courier operations, and finance teams, tracking committed fixes through completion and feeding results back into the program
• Maintaining and improving data infrastructure and reporting systems that underpin customer experience insights, ensuring credibility, availability, and actionability

What We're Looking For

Our client seeks a candidate with proven experience in large-scale customer experience or operations functions, with direct hands-on experience translating customer defects through identification, root cause analysis, and resolution. You should be comfortable working with imperfect data and building credible cases when evidence is directional rather than conclusive.

Key qualifications include:

• Strong analytical capabilities with the ability to ask the right questions of data and validate whether answers make sense
• Prior exposure to successful voice of the customer (VoC) programs
• Excellent cross-functional collaboration skills, with the ability to influence teams outside your reporting line and balance competing priorities
• Strong judgment, clear communication skills, and the ability to build trust quickly with diverse stakeholders
• Proven ability to drive results in dynamic, ambiguous environments while introducing structure and rigor
• Experience balancing agility and responsiveness with systematic approaches to problem-solving

This high-visibility role offers the opportunity to interact with stakeholders across the full customer lifecycle and drive financial and customer experience results at scale across multiple markets.

How We Work With You

Our talent team at Get A Job.ai partners exclusively with leading technology companies to identify exceptional program management talent. When you apply through our platform, a dedicated recruiter will screen your background and experience. If there's a strong match, we'll submit your profile to our client for consideration. Please note that candidates should not contact the client directly—all communication and coordination will flow through Get A Job.ai to ensure the best experience for everyone involved.

Pay

Compensation details will be discussed during the screening process based on experience and qualifications.

Equal Employment Opportunity: Get A Job.ai is committed to inclusive recruiting practices. We welcome applications from candidates of all backgrounds and work to ensure fair consideration throughout our process.