CX Program Manager - Expansion
Core
Own customer experience metrics and policies for Preply's expansion into new geographies and subject areas, ensuring frictionless journeys for learners and tutors.
Role type
Senior IC CX Program Manager (Expansion)
Builds
End-to-end user journeys, CX policies, and operational processes for new market launches
Domain
EdTech / Online Language Learning
Deliverable
product features
Required skills
Cross-functional program management, data analysis and root-cause diagnosis, policy and process definition, go-to-market execution, stakeholder alignment
Preferred skills
CX KPI influence (CSAT, NPS), marketplace/platform experience, support agent workflow design, SQL and BI fluency
Technologies
Looker
Responsibilities
Own CSAT, contact rate, and other experience indicators; map end-to-end user journeys and identify friction points; define and document scalable CX processes for new expansions; lead cross-functional programs from scoping to impact tracking; drive go-to-market readiness and post-launch reviews
Seniority
Senior, hands-on IC