Customer Care Operations Lead with AI

pony; Paris; On-site; EUR 90,000 - 130,000; Full time

Job summary

Pony seeks an Operations Manager, Customer Care, to lead and optimize our care teams, operations and systems across Europe. You will own workflows, capacity planning, tools, knowledge base and response guidelines, while improving efficiency and reducing costs without compromising quality.

You’ll manage a team of 4 and coordinate external partners, driving AI-powered improvements and a lean, end-to-end care operation. Report to the Head of Operations and collaborate with Product, Tech and Data.

Qualifications

• Master’s degree from a top business school.
• 3+ years of experience in operations or a demanding, execution-focused role.
• Experience in Customer Care is useful but not required.

Responsibilities

• Run and improve pony’s Customer Care operations, teams and systems.
• Plan staffing, capacity, schedules and coverage based on ticket volumes.
• Set and monitor service levels across internal and external partners.
• Track response times, resolution times, CSAT, productivity, quality and cost per contact.
• Build workflows, playbooks and escalation paths at scale.
• Own quality across internal agents, external partners and AI.

Skills

Customer care ops

People management

Process improvement

AI/Automation

Capacity planning

Education

Master’s degree from a top business school

Tools

Zendesk

Intercom

CRM systems

Job description

Pony seeks an Operations Manager, Customer Care, to lead and optimize our care teams, operations and systems across Europe. You will own workflows, capacity planning, tools, knowledge base and response guidelines, while improving efficiency and reducing costs without compromising quality.

You’ll manage a team of 4 and coordinate external partners, driving AI-powered improvements and a lean, end-to-end care operation. Report to the Head of Operations and collaborate with Product, Tech and Data.