About this role
Do you enjoy designing seamless customer journeys and leading impactful programs across diverse international markets? Are you data‑driven, highly organized, and comfortable navigating complex, matrixed environments? If so, this opportunity could be a great next step in your career. What are you going to do? As a Senior Program Manager – Customer Experience, you will play a key role in shaping and scaling high‑quality support experiences across the EMEA region for a leading global, technology‑driven platform. You will lead cross‑functional initiatives that improve service quality, operational efficiency, and end‑to‑end user experience — from onboarding through long‑term engagement on the platform. Working closely with regional and global stakeholders across Customer Experience, Operations, Product, Tech, Marketplace, Risk, and Marketing, you will help define scalable processes, support market launches, and contribute to the rollout of AI‑powered and emerging technologies. This role suits an experienced program or operations leader who combines strategic thinking with hands‑on execution and thrives in dynamic, fast‑growing environments. You will: - Design and execute high‑impact, cross‑functional initiatives that enhance the customer support experience across automated, self‑service, and agent‑assisted channels; - Lead regional and cross‑market programs focused on experience improvements, premium support models, and new product or tool launches; - Identify and prioritize high‑impact initiatives using data, customer insights, and operational performance metrics; - Act as a regional point of contact for experience‑related initiatives across existing and newly launching markets; - Improve operational performance through quantitative analysis, root‑cause identification, and continuous improvement efforts; - Test, measure, and scale pilots and solutions, applying a strategic lens to determine where and how initiatives should be launched; - Collaborate with Operatio