We’re looking for a CX Program Manager – Expansion to own the customer experience across Preply’s expansion into new geographies and subject areas. The role involves tracking key metrics for learners and tutors, defining CX foundations, and leading cross‑functional programs that move them.

Key Responsibilities

- Own experience metrics & drive improvement: CSAT, contact rate, and other leading indicators for learners and tutors.
- Monitor performance, spot trends, diagnose root causes.
- Turn data and customer insights into clear recommendations for Product, Growth, Customer Care, Supply Operations, and Localization.
- Lead cross‑functional programs end‑to‑end—scoping, alignment, execution, and impact tracking.
- Build a feedback loop between expansion markets and integral teams—turning local learnings into company‑wide improvements.
- Own policy and processes for new markets & subjects: create, modify, and maintain policies that govern the learner and tutor experience.
- Map end‑to‑end user journeys for learners and tutors; identify friction points and drive structural fixes.
- Define and document CX processes each new expansion requires, ensuring they’re scalable and built right from day one.
- Drive alignment on policies and processes across Product, Growth, Customer Care, Supply Operations, and Localization.
- Execute expansions & raise the bar with every launch: drive go‑to‑market readiness, coordinate across teams, flag risks early, own resolution and drive fast decisions, run post‑launch reviews,



and feed findings back into policy and processes.

Minimum Qualifications

- 4+ years in strategy & operations, consulting, marketplaces, or high‑growth tech roles.
- Proven track record leading cross‑functional initiatives, geographic expansion, or new vertical launches end‑to‑end, with clear outcomes.
- Analytical and data‑savvy: root‑cause analysis, translating insights into business and product recommendations.
- Excellent program and project management skills.
- Experience writing or owning customer‑facing policies or operational processes.
- Strong communication, stakeholder management, and influencing skills.

Preferred Qualifications

- Experience influencing CX KPIs (CSAT, NPS, contact rate) and driving improvements.
- Marketplace or platform experience supporting a large base of customer and supply partners.
- Experience creating and improving customer support agent workflows.
- SQL and BI fluency (e.g., Looker).

Diversity, Equity, and Inclusion

Preply.com is committed to creating an inclusive environment where people of diverse backgrounds can thrive. We believe that the presence of different opinions and viewpoints is a key ingredient for our success as a multicultural Ed‑Tech company. That means that Preply will consider all applications for employment without regard to race, color, religion, gender identity or expression, sexual orientation, national origin, disability, age or veteran status.

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📌 CX Program Manager - Expansion (Barcelona)
🏢 Talent
📍 Barcelona