Head of Customer Experience & Growth (Hybrid)

Onepilot; Paris; Hybrid; EUR 120.000 - 160.000; Vollzeit

Benefits dieser Stelle

Flexible hybrid remote policy

MacBook provided

Annual offsites and team events

Zusammenfassung

Onepilot is seeking a Head of Customer Experience to lead and scale the CX organization, shaping how customers are supported from onboarding to long‑term success. You will manage a team of Customer Experience Managers, drive performance reviews, and partner with Sales, Product and AI to continuously improve delivery and customer outcomes.

The role sits in a fast-paced startup environment, offering a flexible hybrid remote policy and opportunities to build a high‑performing culture with ownership

Qualifikationen

• 7+ years of experience in Customer Care, Customer Operations or Customer Experience.
• Significant experience managing customer support operations at scale.
• Proven experience leading and developing high-performing teams.
• Strong project management and organizational skills.
• Excellent analytical mindset with a data-driven approach to decision-making.
• Fluent in French and English.
• A third language is a plus.

Aufgaben

• Lead, coach and develop a team of Onboarding & Quality Managers and set ambitious objectives.
• Own the operational performance of our customer portfolio and monitor key metrics (SLA, CSAT, Quality, Productivity, Resolution Time).
• Identify risks early and implement corrective action plans to protect customers.
• Build scalable processes, playbooks, and standards to raise the quality of delivery.
• Act as an executive sponsor for strategic customers and manage business reviews and sensitive situations.
• Partner with Sales, Product and AI to translate feedback into product improvements and enhance cross-functional collaboration.

Kenntnisse

Customer Experience

Leadership

Operations

Stakeholder Management

Data-driven

French

English

Jobbeschreibung

Onepilot is seeking a Head of Customer Experience to lead and scale the CX organization, shaping how customers are supported from onboarding to long‑term success. You will manage a team of Customer Experience Managers, drive performance reviews, and partner with Sales, Product and AI to continuously improve delivery and customer outcomes.

The role sits in a fast-paced startup environment, offering a flexible hybrid remote policy and opportunities to build a high‑performing culture with ownership