AI Customer Experience Manager (d/f/m)

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, Amsterdam, or Dublin.
This role is focused on creating a Conversational AI-driven self-service experience that customers will love. You'll be responsible for leading the strategy, implementation, and continuous improvement of AI-powered customer support and professional services solutions, ensuring they align with business goals and enhance customer satisfaction. You bridge technology and support excellence, enhancing automation strategies while partnering across departments to scale efficiency and satisfaction.
You're directly responsible for the success and iteration of our conversational AI tooling for customer support, including Intercom Fin and related solutions. You also collaborate across teams to drive automation, personalisation, and efficiency in customer interactions in tandem with our overall internal and customer-facing AI strategy.
Role Responsibilities: What you'll do

• Self-Service and Productivity Outcomes: Drive contact volume reduction and self-service by improving content and flows and pushing solutions for top contact drivers, as well as driving agent productivity and handling time through improvements to co-pilots.
• Performance Monitoring and Improvement: Track key metrics (e.g., self-serve resolutions, monthly active users, deflection rates, automation rates, resolution time, customer experience score, NPS) to evaluate AI impact, identify gaps, and implement improvements
• Strategic Planning: Define and drive the roadmap for AI-driven customer self-service and support agent co-pilots, to continually automate, personalize, or enhance customer interactions
• AI Solution Delivery: Lead the implementation of AI-powered tools (e.g., chatbots, copilots, virtual assistants) that address common customer pain points and streamline support and professional services processes, and partner with Engineering and Systems on integrations and fixes.
• Cross-Functional Collaboration: Work closely with Product, Engineering, Customer Experience, Data and Systems teams to ensure AI solutions are aligned with customer needs and business objectives, and that we integrate seamlessly with the Personio Assistant and internal support tooling
• AI Service Journey Design: Define and govern AI↔human and AI↔AI handoffs (confidence thresholds, triggers, routing rules), ensuring brand voice, privacy, and responsible-AI standards, building a deep knowledge of our customer journeys and user stories to anticipate and design for different scenarios
• Continuous Quality Improvement: Oversee the ongoing quality fine-tuning of AI tools using real customer data and feedback to improve routing, accuracy, relevance, and customer satisfaction. You approach with a product mindset, anticipating edge cases and interaction effects, and regression test as new changes are introduced. You monitor bot/service health, triage incidents and misroutes, and coordinate rapid fixes and postmortems as needed.
• Conversation Design: Architect natural, useful interactions between customers and AI chatbots. Design the flow and logic of conversations for the chatbots, partnering with subject matter experts. You tune and design bot conversations-flows, intents/tagging, prompts/responses, fallback logic-to cut hallucinations, misroutes, and unnecessary handoffs
• Content Improvements: You work closely with our Content team to curate and maintain AI-ready knowledge (help-center articles, macros, FAQs, intents) so answers are accurate, current, and on-brand
• Change Management: Champion the adoption of AI tools within customer-facing teams, supporting the development of training materials and enablement sessions dedicated to developing AI proficiency within CX
• Compliance & Ethics: Ensure AI initiatives comply with data privacy, security, and ethical standards, especially when handling sensitive customer information
• Vendor & Stakeholder Management: Evaluate and manage relationships with external AI vendors, consultants, and technology partners

Role Requirements: What you need to succeed

• 6+ years of experience in program or project management, preferably in SaaS, technology, or customer experience environments
• Experience with technology implementation, preferably hands-on experience with chatbots / virtual assistants
• Proven track record of delivering AI or machine learning projects, especially customer-facing solutions
• Strong understanding of AI/ML concepts, natural language processing, and customer support technologies (e.g., chatbots, virtual assistants)
• Experience working with data analytics tools and interpreting model performance metrics
• Demonstrated ability to translate business needs and customer pain points into technical requirements for AI solutions
• 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.