VP Customer Operation

WeWard SAS; Paris; Sur place; EUR 75 000 - 100 000; Plein temps

Avantages offerts par ce poste

Annual learning & development budget

Healthy work/life balance

Central office with great amenities

Résumé du poste

WeWard SAS in Paris is searching for a Head of Customer Experience to oversee the relationship with 30M+ users. This role requires strategic leadership in customer support, experience, and fraud operations, driving retention and user satisfaction through innovative, AI-focused initiatives.

The ideal candidate has a strong operational background, data-driven mindset, and at least 8 years in customer operations within a high-scale B2C context. Join a passionate team committed to transforming the reward experience.

Qualifications

• 8+ years of experience in customer operations, ideally in high-scale B2C environments.
• Proficient in engineering principles with a robust data-driven approach.
• Experience in managing and scaling hybrid teams both internally and externally.

Responsabilités

• Own the strategy across Customer Support, Customer Experience, and Rewards.
• Make Customer Experience data-native, tracking critical KPIs.
• Lead an aggressive AI-first agenda for all operational processes.

Connaissances

Customer experience management

AI and data fluency

Leadership in operations

Empathy for users

Problem-solving with data

Formation

8+ years in customer operations or related field

Engineering background or mindset

Outils

Zendesk

SQL

BigQuery

Amplitude

Description du poste

About us

WeWard is the app that rewards you for walking and turns everyday steps into real-life rewards, connections, and positive impact.

Our mission is to help people move more, feel better, and make movement meaningful.

Today, we are trusted by 30M+ users worldwide, with a fast‑growing, international team and offices in Paris and New York.

Our ambition is to build the world’s leading movement‑and‑rewards platform, scaling globally while using technology, data, and smart incentives to drive lasting behavior change and wellbeing at scale.

About the role

We’re hiring our first Head of Customer Experience, a senior, hands‑on operator who will own the entire relationship between WeWard and our 30M+ users, and become the voice of those users inside the company.

You’ll cover the full user journey: from the first support ticket, to the cash reward landing in a user’s bank account, to the insights that shape what we build next. You will be the single person accountable for turning what we hear from users into concrete improvements in our operations, our product, and the trust we build with our community over time.

As a Head of Customer Experience, you will be in charge in three operational verticals, defined below, with a strong AI‑first charter and a direct line into every conversation that shapes user trust, retention, and brand perception at WeWard.

You will report directly to Tanguy, co‑founder of WeWard, and partner closely with the rest of the founding team, Product, Engineering, Growth, and Finance, feeding them the user signal they need to make better decisions.

Once you’ve proven the impact of Customer Experience as a strategic lever, on retention, fraud, NPS, product quality, and unit economics, a permanent ExCo seat is on the table.

The job, in one sentence: turn Customer Experience into a competitive moat for WeWard, by combining engineering rigor, AI leverage, a relentless obsession for the user, and the ability to translate their voice into action across every team in the company.

Your 3 verticals

1. Customer Support — team in place, to scale

You inherit a strong operational team of more than 15 people and a mature Zendesk setup. Your job is to push it to the next level: AI‑driven ticketing; SLA discipline across all channels (email, in‑app, social, stores); and a clear separation between what humans should still own and what AI now does better.

2. Customer Experience — team to build from scratch

We’re convinced that contact with our users should not be a separate “support” silo, but a native part of the experience itself. A user who reaches out is a user who’s engaged, their interaction with us should reinforce their relationship with the app, not interrupt it.

You will build this squad from zero: voice of the user (NPS, CSAT, store ratings, qualitative signals), localization of external resources (FAQ, emails, web), in‑app chat strategy, bug solving using engineering and AI, and structured feedback loops to Product, Growth, and Data. This is the most greenfield part of the role, and the part where your engineering and AI mindset will matter most.

3. Wards & Anti‑fraud Operations — high‑stakes, cross‑functional

The Wards are our currency. Rewards (bank transfers, gift cards, big gifts, lottery) availability across markets, validation workflows, and anti‑fraud processes all sit under your ownership. You’ll work hand‑in‑hand with the Tech, Data, and Fraud teams to keep flows fast for legitimate users and tight against abuse, knowing that every dollar of fraud avoided and every payment that lands on time is a retention lever.

Your responsibilities

Own the strategy across the 3 verticals

Define a coherent, multi‑year roadmap that covers Support, CX, and Rewards, with clear KPIs, prioritization, and accountability. Defend it at leadership level, and adjust it quarter by quarter.

Make Customer Experience data‑native

This role is deeply data‑driven. You will own a small set of KPIs that the whole company looks at, and you will instrument the rest. The headline metric we want you to crack: post‑contact retention, does a user who interacts with us stay engaged, re‑engage, and convert better than a comparable user who didn’t? You’ll also own NPS, CSAT, store ratings, ticket automation rate, cost per contact (all‑in: human + tools + AI + Wards compensation), and fraud loss rate. You’re comfortable opening a BigQuery console, reading an Amplitude funnel, and challenging a Looker dashboard.

Embed contact and CX inside the global reward experience

We don’t want Customer Experience to be a side function, we want it to be one more loop in the reward engine. You’ll work with Product and Data to design experiences where reaching out, getting help, being compensated, or being heard are part of what makes WeWard feel rewarding. This means designing flows, not just running them.

Lead an aggressive AI‑first agenda

Every process under your ownership is a candidate for AI. Ticket triage, response generation, fraud signal detection, proactive outreach, localization, bug solving, internal QA: you’ll prototype, measure, and ship. You’re expected to know what an AI agent stack looks like in 2026, to read papers, to test tools yourself, and to push our internal builders accordingly. POCs are not the goal; production deployments at scale are.

Be the structured voice of the user inside the company

You will be invited to ExCom whenever user perception, retention, or brand reputation is on the table before being a full‑time member. You’ll bring data, qualitative insights, and clear recommendations, not just a temperature reading.

Manage and grow a hybrid global team

You inherit the Support team, you build the CX squad, and you coordinate Rewards’ operations across functions. Recruit complementary profiles, set high bars, give fast feedback, delegate quickly. You scale a team that knows when to use a human and when to use an agent.

Own the P&L of Customer Operations

Tools, vendors, outsourcing, internal headcount, AI spend, and Rewards distributed as a support lever, all sit in your budget. You’ll arbitrate between human time, automation, and direct compensation, always optimizing for retention at the lowest sustainable cost.

The role requires 8+ years of experience in customer operations, customer experience, support leadership, or operations roles in a high‑scale B2C environment—ideally consumer mobile, marketplace, fintech, or commerce.

It also requires an engineering background or an engineering mindset. You think in systems, processes, and data flows. You can read a SQL query, understand an API integration, and challenge a tech roadmap. A formal engineering degree is a plus; an engineering mindset is non‑negotiable.

It requires an AI‑first reflex. You don’t “use AI sometimes” — you start every problem by asking what an agent or model could do, and you design human‑in‑the‑loop fallback rather than the other way around. You’ve already shipped AI‑powered workflows in production, ideally on customer‑facing operations.

Strong data fluency. You’re comfortable owning KPIs, building dashboards, and defending trade‑offs with numbers. You know what a retention curve looks like, and you’ve used data to challenge intuition (yours and others’).

Real empathy for users. All the rigor in the world means nothing if you can’t feel what a frustrated user feels. You read tickets yourself. You answer some. You know your top irritants by heart.

Proven leadership. You’ve built or scaled hybrid teams (internal + outsourced), made tough calls on people, and earned trust across Product, Tech, Data, and Finance.

Comfort with sensitive ops. Payments, gift cards, fraud, user compensation — you’ve handled the messy, financial, regulated side of consumer operations.

Fluent in English — you’ll work with international vendors, international teams, and write briefs in English daily.

How this role is set up

Reports directly to Tanguy, co‑founder. Weekly 1:1, full access, full autonomy.

Potential ExCo seat. You’ll join whenever the topic touches user perception, retention, fraud, or your roadmap.

Cross‑functional by design. You’ll work tightly with Product, Tech, Data, Finance, Marketing, and Growth.

Based in Paris, hybrid (2 days remote/week).

Our commitments

SUCCEED — You’ll join a team of passionate people who share values of ambition and determination.

TRUST — We give you real autonomy, trusting you to reach your goals in your own way.

EXPLORE — You’ll grow in a culture that’s constantly evolving and curious about what’s next.

PROGRESS — We’ll support you through challenges, learn from mistakes, and move forward together.

SMILE — And every day, you’ll be part of a fun and positive environment where humor is always welcome.

What we offer

• A global, mission‑driven team with teammates in Paris, NY, London, Boston.
• A healthy work/life balance (we walk the talk).
• Annual learning & dev budget (you grow, we grow).
• Hybrid work, with 2 days of remote work per week.
• A really cool office in central Paris with snacks, a walking desk, and a huge Wardy hanging around.