About Pleo
At Pleo, we're changing messy spend management. We build spend solutions that make managing money seamless, empowering, and surprisingly effective for finance teams and employees alike - with a vision to help all businesses 'go beyond'. We're at a pivotal moment in our journey; every move we make has a direct impact on our 40,000+ customers, our business, and our collective success. We're a driven, progressive, and kind bunch of 850+ people from over 100 nationalities.
We're looking for a Technical Program Manager, Customer Experience at Pleo. In this role, you'll help lead complex technical programs at the intersection of Customer Experience, Customer Success, Support, Onboarding, Product, Engineering, Data, Revenue Operations and AI. You'll help turn Pleo's CX transformation strategy into scalable technical capabilities that make it easier for customers to onboard, get support, realise value, resolve issues and grow with Pleo. This is not a traditional project-management role focused on timelines, meetings and status updates. You'll understand the customer and business problem, get into the technical details, translate requirements between CX and Engineering, challenge proposed solutions, manage technical dependencies, and drive programs from concept through implementation, adoption and measurable impact.
Responsibilities
You'll report to our Director, CX and work closely with teams in Customer Success, Support, Onboarding, Digital Content and Self-Service, Voice of the Customer, and Revenue Operations. Our team is highly collaborative and dedicated to acting as a technical bridge between CX and Pleo's Product, Engineering, Data and systems organisations. You'll also partner with teams across Product, Engineering, Data and Analytics, Finance, Risk and Fraud, and Business Systems to ensure success and keep technical decisions tied to customer outcomes and business value.
•Lead CX technology programs end-to-end, from problem definition and requirements through design, testing, launch, adoption and optimisation
•Own scope, milestones, dependencies, risks and decisions, and confirm after launch that the technology changed adoption, customer impact and operations
•Partner with CX leadership to define the technical roadmap for the customer experience transformation, and help establish the future-state CX technology architecture for Pleo's next stage of growth
•Translate customer and business problems into clear technical requirements and acceptance criteria for Product, Engineering, Data and systems teams, and explain architecture, trade-offs, risks and options to CX leaders in business language
•Drive integration programs connecting CRM, Customer Success, Support, Onboarding, Product, billing, analytics and AI platforms
•Document customer data flows: where data originates, where it moves, which system owns it and how it is used
•Support a single customer view and improve customer health and risk infrastructure, combining usage, support, onboarding, payment, engagement and sentiment signals
•Partner with Data on churn prediction, proactive risk detection and next-best-action
•Drive AI-enabled CX programs for self-service, agent productivity, onboarding, Customer Success, knowledge retrieval, QA and virtual customer-facing capabilities
•Set scope, release criteria and quality gates for the engineers and data scientists building AI agents, without line management of those teams
•Automate repetitive CX workflows and reduce technical debt across customer-facing systems; challenge automation that is covering up a broken process
•Lead technical programs with Support (routing, case management, escalations), Customer Success (health, lifecycle triggers, forecasting) and Onboarding (digital journeys, implementation tracking, time-to-value)
•Own UAT coordination, business readiness and technical program governance for major CX releases, including decision logs, dependency and risk tracking, and architecture decisions
•Escalate risks with recommendations, not just status
•Make sure CX signals reach Product, so recurring friction and customer needs become visible and actionable
•Lead CX initiatives to move from strategy to production faster and more predictably, with Product, Engineering, Data and CX aligned on outcomes and risks surfacing before they block delivery
•Collaborate with Product, Engineering, Data and CX to better connect customer-facing systems, make churn and health signals actionable, reduce manual work and customer friction, and manage technical debt on purpose
•Grow your skills as a trusted technical partner to CX leadership, Product and Engineering, helping build a connected, AI-enabled CX operating model and establishing the future-state CX technology architecture for Pleo's next stage of growth
Location
We can hire on a hybrid or in-person set-up in any of the locations listed on the advert but you will need to be physically based in the country of your choice with a valid right to work. We are unable to offer visa sponsorship for this role in any of the listed locations.
Benefits
•Your own Pleo card (no more out-of-pocket spending!)
•Lunch is on us for your work days - enjoy catered meals or receive a lunch allowance based on your local office
•Comprehensive private healthcare - depending on your location, coverage options include Vitality, Alan or Médis
•25 days of annual leave + public holidays (additional days may apply in select countries based on local standards)
•Hybrid and fully remote working options for our Team
•MyndUp access to free mental health and well-being support
•Paid parental leave
Interview process
•Intro call: a 30-minute chat with our Talent Acquisition Partner to discuss the role and your background
•Hiring Manager Interview: a 45-minute chat with the hiring manager to deep dive into your experience and role
•Pleo Challenge and Panel Interview: a take-home test presented during a 60-minute team interview
•Final Interview: a final interview with a Senior Leader
Requirements
•5+ years of Technical Program Management, leading complex technology programs
•Experience in SaaS, fintech, enterprise technology or another high-growth digital environment
•Experience managing programs across multiple systems, integrations, APIs, data flows and technical dependencies, where no single team owns the whole solution
•A solid grasp of the software development lifecycle, from requirements and architecture through testing, release and optimisation, in Agile or hybrid environments
•Program fundamentals: requirements, scope, roadmap, dependency and risk management, technical governance, stakeholder management, UAT, release and change management, and adoption measurement
•Strong analytical skills and comfort with operational and customer data
•Clear written and verbal communication; ability to state the problem, recommendation, trade-offs and decision needed concisely, and translate technical decisions into language senior stakeholders understand
•Influence without direct authority, and the confidence to challenge both business and technical assumptions
•The ability to run several high-priority programs at once, while keeping the broader CX strategy in view
•Hands-on experience taking AI-enabled features into production and owning their quality after launch, including accuracy, resolution rates, and knowing when a human should take over
•A track record of moving complex programs from idea to measurable results
Nice to have
•Direct Customer Experience or Revenue Operations experience
•Gainsight or similar CS platforms, Zendesk or similar support platforms, Salesforce or another enterprise CRM
•Building customer health or churn-prediction models, or working with product usage and behavioural data
•Administering conversational AI platforms, designing virtual agents, or building agentic workflows
•Automated QA or knowledge-management platforms
•Payments, spend-management or financial-data experience
•SQL or data-querying skills
•Managing global or multi-market customer platforms
Why this role is a good fit for you
•You enjoy solving complex customer problems through technology and can move between CX leaders and Engineering teams
•You believe technology should improve outcomes rather than just automate processes
•You want ownership of hard problems rather than coordination work, and you're comfortable creating structure in ambiguity
•You want to be a trusted technical partner to CX leadership, Product and Engineering, helping build a connected, AI-enabled CX operating model
This role is not a good fit for you if:
•You are looking for a traditional project-management role focused on timelines, meetings and status updates
•You prefer to avoid getting into the technical details, data models, failure scenarios, and build-versus-buy trade-offs
•You are uncomfortable challenging business or technical assumptions, or you prefer coordinating tasks rather than driving end-to-end accountability and measurable outcomes
Conditions
English is the company language - please submit your application in English, as you'll be using it a lot if you join. We only accept applications through our system. If you need accessibility accommodations for the interview process, email [email protected].
