Customer Experience Program Manager – Expansion

About the role

We are looking for a senior CX Program Manager to lead the customer experience for Preply’s expansion into new geographies and subject areas. You will own key experience metrics, define policies and processes, and drive cross‑functional programs that ensure smooth launches and continuous improvement.

Key responsibilities

• Own and improve CSAT, contact rate and other experience indicators for learners and tutors, monitoring trends and diagnosing root causes.
• Lead end‑to‑end cross‑functional programs, from scoping and alignment to execution and impact tracking.
• Create, adapt and maintain policies and processes that govern learner‑tutor interactions in new markets and subjects.
• Map user journeys, identify friction points and implement structural fixes to enhance the experience.
• Coordinate go‑to‑market readiness with Supply Operations, Customer Care and Localization, flag risks early and drive fast resolutions.

Required profile

• 4+ years of experience in strategy, operations, consulting, marketplaces or high‑growth tech roles.
• Proven track record of leading cross‑functional initiatives, geographic expansions or new vertical launches with measurable outcomes.
• Strong analytical skills with ability to perform root‑cause analysis and translate insights into product recommendations.
• Excellent program and project management capabilities and experience writing customer‑facing policies.

Required skills

• SQL
• Looker

What we offer

• Open, collaborative and diverse culture with a monthly lesson allowance on Preply.com.
• Competitive compensation package including equity, health insurance and relocation support.
• Access to mental‑health platforms, Gympass wellness benefits and a learning & development budget.