Program Manager: Voice of Customer (Customer Support) (f/m/d)



Customer Service, Operations
Munich, Germany
Posted on Tuesday, November 7, 2023

Program Manager: Voice of Customer (Customer Support) (f/m/d)

Munich, Germany
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Holidu is a fast growing travel-tech company with travel enthusiasts from 60+ nations. Together, we are thriving to revolutionize the vacation rental industry by helping hosts to manage their vacation rental with ease and guests to find the perfect holiday home they truly enjoy. In October 2022, we secured €100 million Series E funding, allowing us to constantly improve our services and achieve the next milestone on our journey. Our team is united by a passion for modern technologies, an ambition for constant improvement and the drive to bring the best experience to more than 100 million users each year. Want to achieve amazing milestones with us? Then pack your bag, hop on board and get ready for take off!

Your future team

The Customer Happiness Team (CHT) at Holidu is focused on providing world-class customer support to our homeowners and guests when things go wrong, and helping to win them back. We also believe that the best support is when support is not needed at all. As Program Manager you will be the champion for this effort, collaborating directly with the Head of Support, other members of CHT, and team leads across Holidu, you will be responsible for gathering and understanding customer feedback, and catalysing the improvement of our product and operations, in order to improve overall customer experience.

Your role in this journey

  • Program Lead: Create and manage a business-wide structure for utilising customer feedback to drive product and operational improvements.
  • Customer Insights & Analysis: Collect, analyse and evaluate a wide range of customer data such as CSAT, ticket volumes, customer surveys and focus group feedback. Share insights to key stakeholders as a call to action. 
  • Customer Journey and Prioritisation: Organise insights into a customer journey framework and develop a clear prioritisation structure to drive the maximum impact.
  • Cross-functional collaboration: Build and benefit from strong relationships with key stakeholders in product and operations to design and rollout successful initiatives impact CX.
  • Continuous Improvement: Ensure that the voice of customer is a core part of our company’s OKR planning and decision-making process.

Your backpack is filled with

  • Experience in Customer Support, Strategy, Operations, Management Consulting, Investment Banking, Business Intelligence, or Economics is required - experience in the tourism industry is a big plus!
  • A successful and ongoing track record of program management in customer support teams, focusing on customer experience and satisfaction improvement.
  • Strong analytical skills, with experience of working with data visualisation tools such as Looker or Tableau and/or programming languages (SQL, Python) is preferred.
  • A strong understanding of technology and product development processes is a huge plus.
  • Extensive experience in stakeholder engagement and building networks. You will need to build bridges with several teams, engaging and influencing them to partner with you in roadmaps and rollouts. 
  • A true passion for customer experience - you are hungry to create the best experience possible for our customers and have a high bar for quality.
  • You are an excellent communicator in meetings, presentations or written formats, with a skill for catering your message to different audiences with a view to arrive at the desired outcome.
  • Very comfortable managing multiple, ongoing tasks in a dynamic, fast-paced environment.
  • Team-first attitude with a bias towards collaboration and inclusion. Calm under pressure. You are comfortable working in a fast-paced environment.

Our adventure includes

  • Have an impact on the millions of people using our product every month.
  • Grow with responsibility from day 1 and develop yourself further through regular feedback, workshops and knowledge exchange.
  • Use your personal development budget and 2 extra days off to enhance your professional skills by visiting conferences, buying books, attending courses and more.
  • Connect and have fun with international, diverse and yet like-minded people at work, regular events and weekly office days with your team.
  • Get to know the world with our flexible home office policy and the opportunity to work from other local offices.
  • Go travelling for 28 vacation days + the possibility to take up to 10 unpaid vacation days with interesting discounts on our Bookiply properties.
  • Get a sneak peek at the adventure that awaits you on Instagram @lifeatholidu.

Want to travel with us?

Apply online on our career page! Your first travel contact will be Lena from HR.

We champion diversity in every aspect of life. We encourage applications from all genders, corners of the world and individual backgrounds. Please feel welcome to submit your application without a photo and details on your gender, date of birth, marital status and nationality. If you have a disability or special need that requires accommodation, please let us know.


Munich, Germany

Munich, Germany