Ops Lead, Customer Care & AI Automation

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

Job summary

pony is seeking an Operations Manager, Customer Care in Paris to lead and improve our customer care teams, operations and systems. You will own workflows, capacity planning and the knowledge base, while coordinating internal teams and external partners.

This is a hands-on, first-management role with 4 direct reports and close collaboration with Product, Tech and Data. You will build scalable processes, automate how cases are handled, and measure success by faster resolution times, improved

Qualifications

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

Responsibilities

• Run and improve pony’s customer care operations, teams, and systems.
• Own workflows, capacity planning, tools, knowledge base and response guidelines.
• Build AI-powered workflows and agents to resolve cases end-to-end.
• Measure impact on ticket volumes, resolution times, quality and cost.
• Collaborate with Product, Tech and Data to turn needs into solutions.
• Improve the customer journey and reduce recurring issues.

Skills

Operations management

People management

AI-curious

Problem solving

Communication

Analytical mindset

Education

Master’s degree from a top business school

Job description

pony is seeking an Operations Manager, Customer Care in Paris to lead and improve our customer care teams, operations and systems. You will own workflows, capacity planning and the knowledge base, while coordinating internal teams and external partners.

This is a hands-on, first-management role with 4 direct reports and close collaboration with Product, Tech and Data. You will build scalable processes, automate how cases are handled, and measure success by faster resolution times, improved