Pleo

3 weeks ago

Strategic Program Manager, VOC & CX Programs

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 3 hours agoStatus: Live

Job Summary

Own Pleo’s Voice of the Customer (VOC) and Customer Experience (CX) programs, turning customer insight into operational improvements. Run core feedback loops (NPS, CSAT, CES), manage escalations within SLAs, and coordinate cross-functional CX initiatives across onboarding, support, customer success, and product. Analyze structured and unstructured feedback to find root causes, track program health with dashboards and reporting, and drive closed-loop follow-up at scale.

Location: Lisbon

Workplace: Onsite

Employment Type: Full time

Job Function: Program & Project Management (PMO)

Key Responsibilities

•Run core VOC programs, including NPS, CSAT, CES, feedback loops, listening posts, and closed-loop follow-up.
•Manage escalations by coordinating relevant stakeholders to resolve issues within documented SLAs.
•Coordinate CX improvement initiatives that connect customer insight to action across onboarding, support, customer success, self-service, and lifecycle experience.
•Analyze structured and unstructured customer feedback to identify themes and root causes, including across surveys, escalations, and support trends.
•Track program health and business impact using dashboards and reporting, and prepare stakeholder summaries on sentiment, pain points, risks, and improvement opportunities.

Key Requirements

•Program management experience across Customer Experience, Voice of the Customer, Customer Success Operations, Support Operations, or Business Operations.
•Experience running or supporting VOC and feedback-led programs, including survey execution, analysis, action planning, and stakeholder coordination.
•A structured, analytical mindset to turn customer insight into clear recommendations and next steps.
•Strong cross-functional collaboration and communication skills to work effectively with Product, Support, Success, Data, and Operations.
•Organisational and execution skills, comfortable managing multiple workstreams in a fast-moving, scaling environment.

Experience:SaaSFintechB2B technologyCXSupport-led

Skills:InfluenceCoordinationFollow-throughCross-functional collaborationWritten communication

Languages:English

Tech Stack:SalesforceZendeskGainsightQualtricsMedalliaDelightedLookerTableauPower BIJiraAsanaLinearSlack

Company Brief

Pleo

Provides spend management software that helps businesses issue company cards, control expenses, automate reimbursements, and track team spending in one platform. Aims to simplify financial workflows for modern companies.

Industry: Fintech Infrastructure

Company Size: Large (251 to 1,000 employees)

Growth: Scaleup

Headquarters: Copenhagen, Denmark

Founded: 2015

Website LinkedIn

Loading job details...

Preparing the role view and application actions.

Pleo

3 weeks ago

Strategic Program Manager, VOC & CX Programs

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 3 hours agoStatus: Live

Job Summary

Location: Lisbon

Workplace: Onsite

Employment Type: Full time

Job Function: Program & Project Management (PMO)

Key Responsibilities

•Run core VOC programs, including NPS, CSAT, CES, feedback loops, listening posts, and closed-loop follow-up.
•Manage escalations by coordinating relevant stakeholders to resolve issues within documented SLAs.
•Coordinate CX improvement initiatives that connect customer insight to action across onboarding, support, customer success, self-service, and lifecycle experience.
•Analyze structured and unstructured customer feedback to identify themes and root causes, including across surveys, escalations, and support trends.
•Track program health and business impact using dashboards and reporting, and prepare stakeholder summaries on sentiment, pain points, risks, and improvement opportunities.

Key Requirements

•Program management experience across Customer Experience, Voice of the Customer, Customer Success Operations, Support Operations, or Business Operations.
•Experience running or supporting VOC and feedback-led programs, including survey execution, analysis, action planning, and stakeholder coordination.
•A structured, analytical mindset to turn customer insight into clear recommendations and next steps.
•Strong cross-functional collaboration and communication skills to work effectively with Product, Support, Success, Data, and Operations.
•Organisational and execution skills, comfortable managing multiple workstreams in a fast-moving, scaling environment.

Experience:SaaSFintechB2B technologyCXSupport-led

Skills:InfluenceCoordinationFollow-throughCross-functional collaborationWritten communication

Languages:English

Tech Stack:SalesforceZendeskGainsightQualtricsMedalliaDelightedLookerTableauPower BIJiraAsanaLinearSlack

Company Brief

Pleo

Industry: Fintech Infrastructure

Company Size: Large (251 to 1,000 employees)

Growth: Scaleup

Headquarters: Copenhagen, Denmark

Founded: 2015

Website LinkedIn