Operations Manager, Customer Care

As Operations Manager, Customer Care, you’ll run and improve pony’s customer care teams, operations and systems.

You will keep ticket volumes under control, reduce resolution time and cost without compromising quality, and build a leaner, more automated Customer Care operation. You will own the team’s workflows, capacity planning, tools, knowledge base and response guidelines, as well as the performance of our internal agents and external human and AI partners. You will also build a systematic way to identify recurring user issues and work with other teams to reduce how often they happen.

Pony handles 20,000+ Customer Care tickets every month across 24 European cities. This gives you a large operational playground for testing new processes, improving quality and building AI processes and agents that can resolve cases end-to-end.

This is a hands-on position with full ownership of Customer Care operations. You will manage a team of 4 and coordinate our external partners, it can be a first management role. A big part of the job is building processes and systems, while staying close to the day-to-day operation.

You will report to Grégoire, Head of Operations, and work closely with Product, Tech and Data. The Customer Care team keeps riders moving, 24/7.

Main Responsibilities

Run the operation

• Keep ticket volumes and backlog under control and within objectives
• Plan staffing, capacity, schedules and coverage based on expected ticket volumes.
• Set and monitor clear service levels across the internal team and our external partners.
• Track response and resolution times, CSAT, productivity, quality and cost per contact.
• Step into operational issues, identify their root causes and fix them.
• Build simple workflows, escalation paths and playbooks that work at scale.

Manage the team, partners and response quality

• Manage a team of 4 Customer Care agents: set clear expectations, give regular feedback and help each person progress.
• Own the performance and quality of our external human and AI partners.
• Continuously improve the Customer Care knowledge base, response guidelines and decision rules used by internal agents, external partners and AI.
• Build a rigorous quality-control process across internal agents, external partners and AI.
• Identify gaps, conflicting instructions and outdated content before they affect response quality.

Build AI-powered Customer Care

• Identify which Customer Care tasks should be simplified, automated or handled by AI.
• Build workflows that allow AI to access our knowledge and internal tools, retrieve information, trigger actions and resolve cases.
• Build towards autonomous agents that can handle cases end-to-end, with the right quality controls and human escalation paths.
• Work with Product, Tech and Data to turn operational needs into working solutions.
• Measure the impact of AI on resolution rates, customer satisfaction, quality, productivity and cost.

Improve the customer journey

• Analyse customer feedback and the main reasons riders contact us.
• Build a systematic way to capture, categorise and prioritise the issues reported by riders.
• Track how each issue evolves over time, spot emerging problems and make sure recurring issues have a clear owner.
• Turn Customer Care insights into concrete actions for the relevant teams, work with these teams to fix the underlying problems, not just answer the resulting tickets.
• Measure success by reducing how often these issues occur, not only by handling the resulting tickets well.
• Define clear service and quality standards from first contact to resolution.- 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.- Initial call with Laura, HR : a 30-minute conversation to align on expectations
• Culture fit test: a short written exercise (10 min) to confirm alignment with our values.
• Case study + interview with Grégoire, Head of Operations: a hands-on exercise to assess your skills, followed by a discussion to present your results and go deeper into the role and expectations.
• Founders meeting: A final conversation with the founders to dive into vision, motivations, and team fit