Head of Customer Care Ops & AI Automation

pony; Bordeaux; On-site; EUR 60,000 - 90,000; Full time

Job summary

Pony is seeking an Operations Manager, Customer Care to lead and optimize the customer care function across Europe. You will own the teams, workflows and automation, aiming to reduce ticket volumes, resolution time and costs without compromising quality.

You’ll coordinate internal teams and external partners and drive AI-based improvements. You will report to the Head of Operations and collaborate with Product, Tech and Data.

Qualifications

• 3+ years of experience in operations, consulting, entrepreneurship or another execution-focused role.
• Startup or scale-up experience is a plus.
• Customer Care experience is useful but not required.
• Master’s degree from a top business school is preferred.

Responsibilities

• Run and own pony’s Customer Care operations, teams and systems.
• Keep tickets under control, reduce resolution time and cost while maintaining quality.
• Own workflows, capacity planning, tools, knowledge base and response guidelines.
• Build AI-powered workflows and identify recurring issues for cross-team improvements.
• Improve the customer journey by analyzing feedback and reducing recurring problems.

Skills

People Management

AI-curious

Communication

Problem-solving

Education

Master’s degree from a top business school

Job description

Pony is seeking an Operations Manager, Customer Care to lead and optimize the customer care function across Europe. You will own the teams, workflows and automation, aiming to reduce ticket volumes, resolution time and costs without compromising quality.

You’ll coordinate internal teams and external partners and drive AI-based improvements. You will report to the Head of Operations and collaborate with Product, Tech and Data.