Operations Manager, Customer Care

Join Pony as an Operations Manager for Customer Care. In this hands-on role, you will oversee and improve our customer care teams, operations, and systems. You will manage a team of 4, coordinate with external partners, and focus on building processes and systems while staying close to day-to-day operations. You will report to the Head of Operations and work closely with Product, Tech, and Data.

• Gérer et améliorer les équipes, les opérations et les systèmes de service client de l'entreprise.
• Maintenir les volumes de tickets sous contrôle, réduire le temps de résolution et le coût sans compromettre la qualité.
• Identifier les tâches de service client qui devraient être simplifiées, automatisées ou gérées par l'IA, et construire des flux de travail pour permettre à l'IA d'accéder à nos connaissances et outils internes.

• **Educational background:** Master’s degree from a top business school

• **Professional experience:** You have 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.

• **Operational excellence:** You want operations to be simple, reliable and efficient. You care about clearing the backlog, matching capacity to demand and delivering the right level of service at the lowest sustainable cost.

• **Problem-solving:** Analytical mindset with a structured approach, you identify root causes, propose practical solutions, and drive topics forward proactively.

• **People Management**: You want to take responsibility for a small team and help people perform and grow. Previous management experience is a plus, but not required as this can be a great opportunity to take a first step into people management.

• **AI-curious:** You already use AI and automation tools, or you are eager to learn quickly. You are interested in redesigning operations around what AI can do, not simply adding a chatbot to existing processes.

• **Communication**: You communicate clearly and work well across all levels, from internal teams to external partners.