Senior Business Automation Specialist (d/f/m)

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. Our team of 1,500 Personios is building user-friendly products that delight our 15,000+ customers and their 1.5 million employees. Ready to make an impact from day one? Our Customer Experience team thrives on collaboration, working closely with teams across Personio to ensure that customer voices are at the heart of everything we do. We are dedicated to understanding and advocating for our customers, using data-driven insights to shape our customer experience strategies and influence what we build.

The Senior Business Automation Manager (m/f/d) is dedicated to driving operational excellence across our customer supporting functions: Professional Services, Support, and Payroll Operations. It will also focus on directly reducing or eliminating customer effort . You'll leverage scalability tools, leading-edge AI advancements, and automation expertise to design and implement process improvements that create more efficient workflows and enhance the customer experience. This is a hands-on builder role at the intersection of AI, automation, and customer experience.

This role requires 3 days per week in the office and is based in Munich, Berlin, or Dublin. What You’ll Do

• Process Optimization & Automation: You analyze customer support and service workflows to identify inefficiencies and automate administrative and operational processes to reduce manual effort and increase process quality.
• Customer-Facing Automation: You work directly with product and customer journey teams to design and build automations and AI agents that do real work for customers - data imports, bulk configuration changes, file processing - so they don't need to contact support to get things done.
• Scalability & Reliability: You build, maintain, and continuously improve automation solutions so they run reliably at scale and deliver consistent outcomes.
• Data-Driven Troubleshooting & Improvement: You investigate automation issues, supervise and iterate on AI workflows, analyze recurring patterns, and partner with CX teams to improve processes and prevent reoccurrence.
• Proactive & Self-Healing Systems: You build insight-driven automations that detect friction spikes and trigger responses automatically - moving CX from reactive to proactive, and from repeated issues to self-resolving ones.
• Future-State Design & Governance: You conduct gap analyses, prioritise opportunities and design "to-be" workflows, including clear solution architectures that future-proof operations and improve requirement quality.
• Adoption, Enablement & Cross-Functional Delivery: You drive stakeholder alignment, facilitate UAT and feedback loops, create documentation and training, and lead cross-functional initiatives to ensure timely rollout and measurable added value.

What You’ll Need To Succeed

• Experience: You have at least 6 years of professional experience, including 2-3 years in process automation, system integration, or a comparable technical role in a fast-growing startup or scale-up. Experience in Customer Support or CX Operations is a plus.
• Education & Language: You hold a degree in business informatics, computer science, natural sciences, or business administration with a technical focus (or equivalent experience), and are fluent in English.
• AI & Emerging Technology: You're close to the latest AI developments and have hands-on experience implementing AI-supported workflows, LLMs, or autonomous solutions - ideally including customer-facing applications, not just internal tooling.
• Automation & Low-Code Expertise: You have hands-on experience with automation and low-code tools (e.g., Make.com, n8n, Zapier) and a solid understanding of APIs, JSON, data integration, and how systems c