CX Program Manager - Expansion
Core
Own customer experience metrics, policies, and processes for Preply's expansion into new geographies and subject areas, acting as the CX voice across cross-functional teams.
Role type
Senior Program Manager (Customer Experience & Expansion)
Builds
Customer experience frameworks, operational policies, and go-to-market readiness for new market launches.
Domain
Ed-Tech / Online Language Learning / Marketplace
Deliverable
product features
Required skills
Strategy & operations, cross-functional program leadership, geographic expansion, data analysis, root-cause analysis, policy creation, process definition, stakeholder management
Preferred skills
CX KPI influence (CSAT, NPS), marketplace/platform experience, support agent workflow optimization, SQL, BI tools (Looker)
Technologies
Looker, SQL
Responsibilities
Own experience metrics (CSAT, contact rate) and drive improvement; define CX policies and end-to-end user journeys for new markets; execute go-to-market readiness and coordinate cross-functional launches; run post-launch reviews and feed insights into global improvements.
Seniority
Senior, hands-on IC
