Senior Business Manager, Professional Services (d/f/m)

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 growing team of 1,800+ Personios across Europe and the US are building user-friendly products that delight our 14,000+ customers and their 1.5 million employees. Ready to make an impact from day one?

The Role: How you'll make an impact at Personio

The Business Partner within the CX Operations Field Operations team is responsible for acting as the CX Operations “right hand” to the senior business leader for their assigned CX functional area: either Support, Professional Services, Scaled CX, or Payroll Operations.

As a Senior Business Manager you own the successful running and evolving of your business unit through data insights, project management of critical initiatives, and delivery of core business operations. You will partner with your business leader to evolve the strategy of the department, ensuring it is aligned with company direction and coordinating the prioritization and investment to get there. You will be supported by a team of Operations Analysts that provides hands-on support and subject matter expertise in data, technical acumen, and general CX business acumen.

Role Responsibilities: What you'll do

• Manage and evolve day to day business operations specific to assigned business unit

• Partner with, deliver recommendations to, and challenge senior stakeholders to evolve assigned business unit’s strategy

• Provide financial/cost inputs, ROI analysis, capacity management, etc. as FP&A interface

• Deliver ad-hoc, recurring analysis/performance reporting

• Create business cases using data to help prioritize business investments

• Develop experiments and introduce new technologies and tools to assigned business unit

• Regularly present to Senior CX leaders and our executive team

• Professional Services:

  • Lead the optimization/upgrade of Professional Services tooling and systems (incl. Rocketlane, Salesforce workflows, discounting/approval workflows, etc.)

  • Develop pricing and marketing strategies for Professional Services

  • Create and drive a portfolio development strategy for Professional Services

  • Create and operationalize a framework for development of complex support use cases into billable Professional Services

  • Maintain the Professional Services service catalog

Role Requirements: What you need to succeed

• Fluent in written and spoken English, and ideally German or one other European language

• Must be at ease operating in a small, dynamic, fast-growing team, able to be self-sufficient with a can-do attitude and ability to hold oneself accountable

• Experience with enterprise SaaS software solutions, as well as analytical tools

• Passion for continuous improvement of processes, efficiency, value, and quality

• Outstanding and effective interpersonal skills; strong communication skills both verbal and written

• Ability to prioritize and manage multiple tasks efficiently

• Critical thinking, analytical and forecasting skills

• Conflict-resolution and problem-solving skills

• Familiarity with the Personio technology stack; expert knowledge not necessary but able to properly communicate scope expectations with customer executives and technical stakeholders alike

• Services delivery experience with development or operations teams is a plus

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.

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 follow an office-led, remote friendly approach, including opportunities to work from home and international locations. Many of our teams have designated days for gathering in the office to enhance collaboration and foster a sense of community.

• 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.