Strategic Program Manager - Support Quality, Training & Enablement

About Pleo Messy spend management is tricky business. And tedious processes are a lose-lose situation for all involved, not just finance. At Pleo, we're changing that. We build spend solutions that make managing money seamless, empowering, and surprisingly effective for finance teams and employees alike - with a vision to help all businesses ‘go beyond’. The word ‘Pleo’ actually means ‘more than you’d expect’, and living by that mantra has been the secret to our success over the last 10 years. Now, we’re at a pivotal moment in our journey; every move we make has a direct impact on our 40,000+ customers, our business, and our collective success. We need people who take pride in uncovering customer needs, who turn complex problems into simple solutions, challenge the way things are done (respectfully), and always aim high. With great ambitions driving us forward, we can’t say we’ve got this whole thing figured out. And frankly, that’s half the fun! What we can say is that we’re a driven, progressive, and, importantly, a kind bunch of 850+ people from over 100 nationalities, all committed to delivering the future of business spending, together. About the role We’re looking for a CX Program Manager, Support Quality, Training & Enablement to join our Customer Support team at Pleo. In this role, you’ll help design, run, and improve the programmes that raise support quality, strengthen agent capability, and create a more consistent customer experience across every support channel. Pleo’s Customer Support team is on the front line every day — helping thousands of finance teams across Europe get more out of their Pleo experience. This role is about making sure every interaction across chat, email, phone, and other support channels meets the quality bar we set for ourselves. This is not just a scorecard or compliance role. It is a programme role focused on quality improvement, training, coaching enablement, and operational consistency. You’ll turn quality data into actionable insight, partner closely with Team Leads and stakeholders across Support and CX, and help define what great support looks like at Pleo as we continue to scale. This role is ideal for someone with prior Customer Experience or Support experience who knows how to improve quality through structure, feedback loops, training, and cross-functional execution. This is an individual contributor role with no direct reports , so success will come through influence, program ownership, and consistent follow-through. Who you’ll be working with and reporting to You’ll report to our Director, Customer Support and work closely with Support Team Leads, Support Operations, Enablement, Knowledge/Content teams, Customer Experience, Product, Engineering, and Data . Our team is highly collaborative and focused on improving the customer experience through stronger support quality, better training, clearer standards, and scalable operating mechanisms. You’ll partner across teams to ensure that quality insights lead to meaningful coaching, training improvements, and operational change. What you’ll be doing As a CX Program Manager, Support Quality, Training & Enablement , you will: Own and run the support quality programme across all support channels by defining frameworks, scorecards, calibration processes, quality standards, and feedback loops. Build and improve QA processes that drive real performance improvement, not just monitoring and scoring. Partner with Support Team Leads to strengthen coaching loops so QA findings translate into practical development for agents and measurable quality gains. Coordinate training and enablement programmes that improve readiness, capability, consistency, and confidence across the support organisation. Support onboarding and ongoing learning for support teams by helping define training needs, content priorities, reinforcement plans, and quality expectations. Analyse quality trends and support performance signals to identify what is working, what is not, and where the organisation needs to invest. Surface recurring issues that go beyond support including product friction, bugs, process breakdowns, policy confusion, knowledge gaps, and customer effort drivers. Define and maintain what good looks like across channels and interaction types, evolving standards as Pleo, customer expectations, and support motions change. Build reporting and dashboards that provide the right level of visibility to frontline leaders, support management, and cross-functional stakeholders. Run calibration sessions that keep scoring consistent, improve alignment, and create shared understanding of quality expectations. Help connect QA, training, and enablement into one operating model so insights, learning, and coaching reinforce one another. Contribute to broader CX programmes tied to customer effort, service quality, readiness, consistency, and continuous improvement. To put things into context In this role, you can expect to work on priorities such as: maturin