AI-Driven Customer Ops & Self-Service Leader

Evaneos; Paris; Hybride; EUR 53 000 - 62 000; Plein temps

Avantages offerts par ce poste

La Voyagerie HQ

Remote flexibility

Travel budget

Well-being programs

Team events

Résumé du poste

Evaneos is seeking a Customer Ops & Self-Service Lead to drive operational excellence across Customer Care, blending AI-driven automation with high-value human support. You’ll own KPIs, processes, and tools, and partner with Product, Tech and Marketing to scale the function while keeping traveler satisfaction at the center.

In this role you will design deflection strategies, manage a multi-tool ecosystem (Freshdesk, Aircall, AI agent), and lead two direct reports, delivering measurable

Qualifications

• Significant experience in customer operations, process optimization, or service delivery.
• Strong analytical mindset with dashboards and data translation to action.
• Project management rigor with ability to juggle initiatives and deliver on time.
• Proven cross-functional influence with Product, Tech and Marketing.
• Experience leading operational transformations and change management.
• Familiarity with AI and automation; ability to define requirements and measure ROI.
• Fluent in French and English.

Responsabilités

• Monitor end-to-end operational performance of Customer Care with KPIs, SLAs and quality metrics.
• Map and optimize key processes (complaint handling, refunds, escalation paths) and ensure compliance.
• Manage budget for C-Care tools and external services; build business cases and track ROI.
• Lead change management for new tools and processes in collaboration with other leads.
• Own the Help Center and knowledge base; ensure up-to-date, structured content.
• Publish weekly/monthly dashboards and translate data into action plans.
• Collaborate across Product, Tech and Marketing; maintain roadmap of improvements.
• Lead and coach two direct reports with clear objectives and development plans.

Description du poste

Evaneos is seeking a Customer Ops & Self-Service Lead to drive operational excellence across Customer Care, blending AI-driven automation with high-value human support. You’ll own KPIs, processes, and tools, and partner with Product, Tech and Marketing to scale the function while keeping traveler satisfaction at the center.

In this role you will design deflection strategies, manage a multi-tool ecosystem (Freshdesk, Aircall, AI agent), and lead two direct reports, delivering measurable