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München, Bayern, Deutschland
Hybrid
Personio's intelligent HR platform helps small and medium-sized organizations unlock the power of people by making complicated, time-consuming tasks simple and efficient. Our team of 1,500 Personios is building user-friendly products that delight our 15,000+ customers and their 1.5 million employees. Ready to make an impact from day one?
Our Customer Experience team thrives on collaboration, working closely with teams across Personio to ensure that customer voices are at the heart of everything we do. We are dedicated to understanding and advocating for our customers, using data-driven insights to shape our customer experience strategies and influence what we build.
The Senior Customer Automation Manager (m/f/d) is dedicated to driving operational excellence across our customer supporting functions: Professional Services, Support, and Payroll Operations. It will also focus on directly reducing or eliminating customer effort. You'll leverage scalability tools, leading-edge AI advancements, and automation expertise to design and implement process improvements that create more efficient workflows and enhance the customer experience. This is a hands-on builder role at the intersection of AI, automation, and customer experience.
This role requires 3 days per week in the office and is based in Munich, Berlin, or Dublin.
What You’ll Do
Process Optimization & Automation: You analyze customer support and service workflows to identify inefficiencies and automate administrative and operational processes to reduce manual effort and increase process quality.
Customer-Facing Automation: You work directly with product and customer journey teams to design and build automations and AI agents that do real work for customers - data imports, bulk configuration changes, file processing - so they don't need to contact support to get things done.
Scalability & Reliability: You build, maintain, and continuously improve automation solutions so they run reliably at scale and deliver consistent outcomes.
Data-Driven Troubleshooting & Improvement: You investigate automation issues, supervise and iterate on AI workflows, analyze recurring patterns, and partner with CX teams to improve processes and prevent reoccurrence.
Proactive & Self-Healing Systems: You build insight-driven automations that detect friction spikes and trigger responses automatically - moving CX from reactive to proactive, and from repeated issues to self-resolving ones.
Future-State Design & Governance: You conduct gap analyses, prioritise opportunities and design "to-be" workflows, including clear solution architectures that future-proof operations and improve requirement quality.
Adoption, Enablement & Cross-Functional Delivery: You drive stakeholder alignment, facilitate UAT and feedback loops, create documentation and training, and lead cross-functional initiatives to ensure timely rollout and measurable added value.
What You’ll Need to Succeed
Experience: You have at least 6 years of professional experience, including 2-3 years in process automation, system integration, or a comparable technical role in a fast-growing startup or scale-up. Experience in Customer Support or CX Operations is a plus.
Education & Language: You hold a degree in business informatics, computer science, natural sciences, or business administration with a technical focus (or equivalent experience), and are fluent in English.
AI & Emerging Technology: You're close to the latest AI developments and have hands-on experience implementing AI-supported workflows, LLMs, or autonomous solutions - ideally including customer-facing applications, not just internal tooling.
Automation & Low-Code Expertise: You have hands-on experience with automation and low-code tools (e.g., Make.com, n8n, Zapier) and a solid understanding of APIs, JSON, data integration, and how systems communicate with each other.
Technical Proficiency: You have scripting and programming skills in JavaScript or Python, enabling you to independently write code for process steps, data transformations, and validations.
Business & Process Acumen: You possess a deep understanding of business processes and economic relationships, recognizing that accurate data and reliable processes are the foundation of scaling.
Continuous Improvement Mindset: You have an unwavering drive to identify and eliminate inefficient and manual processes, always seeking opportunities to optimize workflows and reduce friction.
Structured & Self-Reliant: You work in a structured, documentation-oriented, and self-reliant manner, ensuring knowledge is sustainably embedded within the team and that systems scale effectively alongside the organization.
Why Personio?
Personio is an equal opportunities employer, committed to building an integrative culture where everyone feels welcomed and supported. We embrace uniqueness and understand that our diverse, values-driven culture makes us stronger. We are proud to have an inclusive workplace environment that will foster your development no matter your gender, civil status, family status, sexual orientation, religion, age, disability, education level, or race.
At Personio, we value in-person collaboration while also offering flexibility. This role is office-based, with 3 days a week required in your contracted office location. The remaining days can be worked from home or in the office if you prefer. In addition, you’ll have 20 Flex Days per year to work remotely from other locations.
Aside from our people, culture, and mission, check out some of the other benefits that make Personio a great place to work:
Receive a competitive reward package – reevaluated each year – that includes salary, benefits, and pre-IPO equity
Enjoy 28 days of paid vacation, plus an additional day after 2 and 4 years
Make an impact on the environment and society with 1 (fully paid) Impact Day
Receive generous family leave, child support, mental health support, and sabbatical opportunities
We enjoy gathering for meals, cultural initiatives, and events like local Summer Sessions and year-end celebrations. There's also healthy snacks, drinks, and a weekly catered lunch
