Thu, 01/15/2026 - 00:45 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. 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 (Customer Support).
As a Business Partner, 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 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.
Strategic Partnership: You act as the right-hand to the Senior Director of Customer Support, building strong relationships with senior leaders and their management teams to evolve strategy and represent the functional area across CX and the organization.
Business Operations & Financial Planning: You manage and evolve day-to-day business operations, providing financial inputs, ROI analysis, capacity management, and serving as the FP&A interface for your business unit.
Data-Driven Insights & Business Cases: You deliver ad-hoc and recurring performance reporting, create compelling business cases using data to prioritize investments, and regularly present insights to senior CX leaders and the executive team.
Initiative Delivery & Program Management: You drive execution of key strategic Customer Support initiatives and CX OKRs, coordinating cross-functionally with other departments to align priorities and investment.
Process Excellence & Automation: You standardize and continuously improve ticket management workflows, develop key support processes (CSAT, escalations, queue prioritization), and explore automation opportunities using AI and RPA.
Premium Support Product Ownership: You manage Premium Support as a product, including pricing, entitlements, feature scoping, and coordinate development of in-product features for contacting support.
Education & Language: You have a university degree (or equivalent relevant work experience) and are fluent in written and spoken English; proficiency in German or another European language is a strong plus.
SaaS & Analytical Expertise: You have proven experience with enterprise SaaS software solutions and analytical tools, with the ability to leverage data for strategic decision-making and forecasting.
Critical Thinking & Problem-Solving: You apply critical thinking, analytical reasoning, and conflict-resolution skills to navigate ambiguity, solve complex problems, and make data-driven decisions.
Multi-Tasking & Prioritization: You excel at managing multiple priorities efficiently, balancing strategic initiatives with day-to-day operational needs in a fast-paced environment.
Continuous Improvement Mindset: You have a passion for optimizing processes, efficiency, value, and quality, with familiarity of the Personio tech stack and ability to communicate scope expectations with both customer executives and technical stakeholders.
Personio is an equal opportunities employer, committed to building an integrative culture where everyone feels welcomed and supported. The remaining days can be worked from home or in the office if you prefer. 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
Receive generous family leave, child support, mental health support, and sabbatical opportunities