CX Program Manager - Expansion

We power people’s progress. At 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. We’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. Every 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. Meet the team! Welcome to Preply’s Customer Experience squad — the team responsible for frictionless journeys and exceptional support for our global community of learners and tutors. We 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. If you’re energized by data, problem solving, and leading cross-functional improvements, this role is for you. What you’ll be doing We’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. You’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. Key responsibilities: 1. Own Experience Metrics & Drive Improvement Own CSAT, contact rate, and other leading experience indicators for learners and tutors. Monitor performance, spot trends, and 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 global teams — turning local learnings into company-wide improvements. 2. Own Policy and Processes for New Markets & Subjects Create, modify, and maintain policies that govern the learner and tutor experience across new geographies and subject areas. Map end-to-end user journeys for learners and tutors; identify friction points and drive structural fixes. Define and document the 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. 3. Execute Expansions & Raise the Bar with Every Launch Drive 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. Coordinate across Product, Growth, Customer Care, Supply Operations, and Localization to land smooth, well-timed launches. Flag risks early; own resolution and drive fast decisions. Run post-launch reviews; feed findings back into policies, processes, and the next expansion’s playbook. What you need to succeed 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. Nice to Have Experience in influencing CX KPIs (CSAT, NPS, contact rate) and how to move them. 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). Why you’ll love it at Preply: An open, collaborative, dynamic and diverse culture; A generous monthly allowance for lessons on Preply.com , Learning & Development budget a