CX Automation & AI Manager

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.
The CX Automation & AI Manager within CX Operations is 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.
As CX Automation & AI Manager, you collaborate across teams to deploy, monitor, and refine AI models, driving automation, personalisation, and efficiency in customer interactions.
Role Responsibilities: What you'll do

• Strategic Planning: Define and drive the AI roadmap for customer experience, identifying opportunities where AI can automate, personalize, or enhance customer interactions
• AI Solution Delivery: Lead the implementation of AI-powered tools (e.g., chatbots, copilots, virtual assistants, intelligent routing) that address common customer pain points and streamline support and professional services processes
• 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
• Continuous Quality Improvement: Oversee the ongoing quality fine-tuning of AI tools using real customer data and feedback to improve accuracy, relevance, and customer satisfaction
• 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.
• 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
• Performance Monitoring: Track key metrics (e.g., self-serve resolutions, monthly active users, resolution time, CSAT, NPS) to evaluate AI impact, identify gaps, and implement improvements
• Customer Advocacy: Gather and analyse customer feedback to inform AI and , documentation enhancements to ensure solutions remain customer-centric
• 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.