Operations Lead, AI-Driven Customer Care

Pony; Paris; Sur place; EUR 65 000 - 90 000; Plein temps

Résumé du poste

Pony is seeking an Operations Manager for Customer Care to lead and optimize the care teams, operations and systems across Europe. You will own workflows, capacity planning, knowledge bases and escalation guidelines while building AI-enabled processes that improve resolution quality and cost efficiency.

This hands-on role reports to Grégoire, Head of Operations, and collaborates with Product, Tech and Data.

Qualifications

• 3+ years of experience in operations, consulting, entrepreneurship or another demanding execution-focused role.
• Master’s degree from a top business school is required.
• Startup or scale-up experience is a plus; strong communication and problem-solving skills are essential.

Responsabilités

• Run the operation: manage ticket volumes, staffing, service levels, response times, productivity, and costs.
• Manage the team, partners and response quality: lead a team of 4, oversee external partners, improve knowledge base and guidelines, ensure quality control.
• Build AI-powered Customer Care: identify tasks for automation, build AI-accessible workflows, and measure impact on resolution rates and CSAT.
• Improve the customer journey: analyze feedback, categorize issues, track evolution, drive cross-team actions to fix underlying problems.

Connaissances

Operations experience

People management

AI curiosity

Process improvement

Formation

Master's degree

Description du poste

Pony is seeking an Operations Manager for Customer Care to lead and optimize the care teams, operations and systems across Europe. You will own workflows, capacity planning, knowledge bases and escalation guidelines while building AI-enabled processes that improve resolution quality and cost efficiency.

This hands-on role reports to Grégoire, Head of Operations, and collaborates with Product, Tech and Data.