Customer Care Operations Lead, AI & Automation

Pony Bikes Ltd in Bordeaux seeks an Operations Manager, Customer Care, to own and improve our care teams, processes and AI-powered systems. You’ll manage staffing, workflows and external partners while reducing costs and cycle times without compromising quality.

You’ll build scalable playbooks, measure CSAT and resolution rates, and work with Product, Tech and Data to automate end-to-end case handling. This hands-on role offers ownership of day-to-day operations and a clear path into people