{"id":2119243,"url":"https://alion.io/job/preply-cx-program-manager-expansion","title":"CX Program Manager - Expansion","company":{"id":181313,"name":"Preply","domain":"preply.com","url":"https://alion.io/company/preply","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":{"grade":"B","score":80,"open_postings":51,"ghost_share":0,"stale_share":0.98,"repost_share":0,"time_to_fill_p50_days":16,"computed_at":"2026-10-20T05:45:00Z"}},"role":"Management","role_family":"Management","seniority":"senior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Barcelona, Spain"],"countries":["ES"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":49000,"max_usd":92000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":9},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Looker","optional":true},{"name":"SQL","optional":true}],"status":"live","first_seen_at":"2026-10-08T12:54:37Z","employer_posted_date":"2026-10-08","last_verified_at":"2026-10-20T07:44:21Z","board_verified":true,"closed_at":null,"days_open":11,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":11},"description":"We power people’s progress.\nAt Preply, we’re all about creating life-changing learning experiences. We help people discover the magic of the perfect tutor, craft a personalised learning journey, and stay motivated to keep growing. Our approach is human-led, tech-enabled - and it’s creating real impact.\nWe’ve just reached unicorn status with a $150M Series D, accelerating our vision to transform education through human-led, AI-enhanced learning. Today, 100,000+ tutors teach 90+ languages to learners in 180 countries - and we’re only getting started. As a category-defining company, we’re shaping what the future of learning looks like at global scale.\nEvery Preply lesson sparks change, fuels ambition, and drives progress that matters. Joining Preply means helping define the future of education at global scale, and building something that truly matters for millions of people, every day.\nMeet the team!\nWelcome to Preply’s Customer Experience squad - the team responsible for frictionless journeys and exceptional support for our global community of learners and tutors.\nWe don’t just respond to issues; we are the guardians of the user experience. This means monitoring performance, diagnosing problems, and driving continuous improvements cross-functionally. We also define the policies and processes that govern how learners and tutors interact with Preply. As Preply grows into new markets and subject areas, the work gets more complex - and the impact gets bigger.\nIf you’re energized by data, problem solving, and leading cross-functional improvements, this role is for you.\nWhat you’ll be doing\nWe’re looking for a Senior Expansion Experience Specialist to own the customer experience across Preply’s expansion - new geographies and subject areas. You’ll track and own key metrics for both learners and tutors and lead the cross-functional programs that move them.\nYou’ll also define the CX foundation for every expansion: the policies that govern learner and tutor interactions, the end-to-end user journeys, and the processes that make each launch work. Think of it as building the rulebook and the playbook - then using data to keep improving both. You’ll work closely with Product, Growth, Customer Care, Supply Operations, and Localization, acting as the CX voice in decisions that affect learners and tutors at scale.\nKey responsibilities:\n1. Own Experience Metrics & Drive Improvement\nOwn CSAT, contact rate, and other leading experience indicators for learners and tutors.\n\nMonitor performance, spot trends, and diagnose root causes.\n\nTurn data and customer insights into clear recommendations for Product, Growth, Customer Care, Supply Operations, and Localization.\n\nLead cross-functional programs end-to-end - scoping, alignment, execution, and impact tracking.\n\nBuild a feedback loop between expansion markets and global teams - turning local learnings into company-wide improvements.\n\n2. Own Policy and Processes for New Markets & Subjects\nCreate, modify, and maintain policies that govern the learner and tutor experience across new geographies and subject areas.\n\nMap end-to-end user journeys for learners and tutors; identify friction points and drive structural fixes.\n\nDefine and document the CX processes each new expansion requires, ensuring they’re scalable and built right from day one.\n\nDrive alignment on policies and processes across Product, Growth, Customer Care, Supply Operations, and Localization.\n\n3. Execute Expansions & Raise the Bar with Every Launch\nDrive go-to-market readiness, in partnership with the Supply Operations and Customer Care Change Management teams - ensuring the right tools, workflows, and team knowledge are in place before go-live.\n\nCoordinate across Product, Growth, Customer Care, Supply Operations, and Localization to land smooth, well-timed launches.\n\nFlag risks early; own resolution and drive fast decisions.\n\nRun post-launch reviews; feed findings back into policies, processes, and the next expansion’s playbook.\n\nWhat you need to succeed\n4+ years in strategy & operations, consulting, marketplaces, or high-growth tech roles.\n\nProven track record leading cross-functional initiatives, geographic expansion, or new vertical launches end-to-end, with clear outcomes.\n\nAnalytical and data-savvy: root-cause analysis, translating insights into business and product recommendations.\n\nExcellent program and project management skills.\n\nExperience writing or owning customer-facing policies or operational processes.\n\nStrong communication, stakeholder management, and influencing skills.\n\nNice to Have\nExperience in influencing CX KPIs (CSAT, NPS, contact rate) and how to move them.\n\nMarketplace or platform experience supporting a large base of customer and supply partners.\n\nExperience creating and improving customer support agent workflows.\n\nSQL and BI fluency (e.g. Looker).\n\nWhy you’ll love it at Preply:\nAn open, collaborative, dynamic and diverse culture;\n\nA generous monthly allowance for lessons on Preply.com, Learning & Development budget and time off for your self-development;\n\nA competitive financial package with equity, leave allowance and health insurance;\n\nNot in Barcelona? We offer an attractive relocation package to join us in our Preply Barcelona Hub\n\nAccess to free mental health support platforms;\n\nAccess to Gympass-partnered wellness and gym centers throughout Spain to promote and support well-being and physical health;\n\nThe opportunity to unlock the potential of learners and tutors through language learning and teaching in 175 countries (and counting!).\n\nOur Principles\nCare to change the world - We are passionate about our work and care deeply about its impact to be life changing.\n\nWe do it for learners - For both Preply and tutors, learners are why we do what we do. Every day we focus on empowering tutors to deliver an exceptional learning experience.\n\nKeep perfecting - To create an outstanding customer experience, we focus on simplicity, smoothness, and enjoyment, continually perfecting it as every detail matters.\n\nNow is the time - In a fast-paced world, it matters how quickly we act. Now is the time to make great things happen.\n\nDisciplined execution - What makes us disciplined is the excellence in our execution. We set clear goals, focus on what matters, and utilize our resources efficiently.\n\nDive deep - We leverage business acumen and curiosity to investigate disparities between numbers and stories, unlocking meaningful insights to guide our decisions.\n\nGrowth mindset - We proactively seek growth opportunities and believe today's best performance becomes tomorrow's starting point. We humbly embrace feedback and learn from setbacks.\n\nRaise the bar - We raise our performance standards continuously, alongside each new hire and promotion. We build diverse and high-performing teams that can make a real difference.\n\nChallenge, disagree and commit - We value open and candid communication, even when we don’t fully agree. We speak our minds, challenge when necessary, and fully commit to decisions once made.\n\nOne Preply - We prioritize collaboration, inclusion, and the success of our team over personal ambitions. Together, we support and celebrate each other's progress.\n\nDiversity, Equity, and Inclusion\nPreply.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.","description_format":"text","description_chars":7697,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"phd","optional":false},"security_clearance":false,"languages":[]},"benefits":["Equity","Growth opportunities","Health insurance"],"hiring_locations":[{"name":"Spain","iso":"ES","kind":"country"}],"hiring_excludes":[],"relocation_offered":true,"industries":["EdTech Platforms","Language Learning"],"lifecycle":[{"event":"open","at":"2026-10-08T23:52:29Z"}],"visa":[],"liveness":{"score":43,"band":"fade","label":"Fading","p_open":1,"p_active":0.577,"p_room":0.75,"age_days":11,"expected_fill_days":16,"reasons":["conf:2","stale_co","velocity","win:late","comp:brand"],"computed_at":"2026-10-20T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/preply-cx-program-manager-expansion","json_url":"https://alion.io/job/preply-cx-program-manager-expansion.json","meta":{"generated_at":"2026-10-20T12:00:38Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":13311,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-21T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":181313},"rest":"https://alion.io/mcp/rest/get_company?id=181313"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fpreply-cx-program-manager-expansion"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fpreply-cx-program-manager-expansion"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fpreply-cx-program-manager-expansion"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/preply-cx-program-manager-expansion\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fpreply-cx-program-manager-expansion"}]}