Customer Care Operations Lead - AI-Driven Self-Service

Evaneos; Paris; Híbrido; EUR 53.000 - 62.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Travel budget

Remote flexibility

Traveling teleworking

HQ in Paris: La Voyagerie

Gymlib wellness

Descripción de la vacante

Evaneos is seeking a Customer Care Operations Lead in Paris to drive operational excellence across Customer Care using technology, data, and AI. You will own KPIs, processes, and tools to maximize productivity, optimize costs, and enhance the traveler experience with AI-driven automation and human interactions.

You will lead a small team, collaborate with Product, Tech, and Marketing, and manage budgets for tools and external services while shaping a deflection and self-service strategy to scale

Formación

• Significant experience in customer operations or service delivery.
• Strong analytical mindset with dashboards and data-driven decisions.
• Proven cross-functional influence across product, tech, and marketing.
• Experience leading operational transformations and change management.
• Fluent in French and English.

Responsabilidades

• Monitor end-to-end operational performance: KPIs, SLAs, quality metrics.
• Map and improve complaint handling, refund workflows, escalation paths.
• Manage operational budget for C-Care tools and external services; track ROI.
• Lead change management for new tools and processes in collaboration with other leads.
• Design and execute AI-driven deflection strategies and self-service optimization.
• Publish dashboards and translate data into prioritized action plans.
• Oversee care tool stack (Freshdesk, Aircall, AI agent) and vendor relationships.
• Lead a two-report team: Self-Service & Process Manager and Operations Manager.

Conocimientos

Customer operations

Process optimization

Data analysis

Dashboard creation

Cross-functional collaboration

Project management

AI & automation

Fluent French & English

Herramientas

Freshdesk

Aircall

AI agent

Internal tools

Descripción del empleo

Evaneos is seeking a Customer Care Operations Lead in Paris to drive operational excellence across Customer Care using technology, data, and AI. You will own KPIs, processes, and tools to maximize productivity, optimize costs, and enhance the traveler experience with AI-driven automation and human interactions.

You will lead a small team, collaborate with Product, Tech, and Marketing, and manage budgets for tools and external services while shaping a deflection and self-service strategy to scale