Customer Care Operations Lead
Confirmed on the employer's own hiring board on Oct 20, 2026. First seen by Alion on Sep 24, 2026.
Join Evaneos, a company dedicated to making travel a force for good. As the Customer Care Operations Lead, you will drive operational excellence across Customer Care, ensuring the team scales intelligently through technology, data, and AI while keeping customer satisfaction at the center. You will monitor end-to-end operational performance, optimize key processes, manage the operational budget, and design and execute the global deflection strategy. You will also analyze contact drivers, track and report on the impact of AI deployments, and ensure the coherence and performance of the care tool stack. Additionally, you will manage and coach two direct reports and foster a culture of operational excellence and continuous improvement.
Missions
- Vous êtes responsable des KPI, des processus et des outils du service client pour maximiser la productivité, optimiser les coûts et améliorer l'expérience des voyageurs.
- Vous concevez et exécutez la stratégie de déviation globale, y compris le chatbot AI, l'optimisation du centre d'aide et les workflows automatisés.
- Vous publiez des tableaux de bord hebdomadaires et mensuels pour suivre les KPI opérationnels et traduire les données en plans d'action clairs.
Profil recherché
### What we're looking for**You may be a great fit for this position if:**
* You have a significant experience in customer operations, process optimization, or service delivery with a proven track record of driving measurable efficiency gains
* You have a strong analytical mindset: comfortable building dashboards, interpreting data, and translating numbers into action plans
* You bring project management rigor, with the ability to juggle multiple initiatives, set priorities, and deliver on time
* You have proven cross-functional influence: driving change with Product, Tech, and Marketing teams without direct authority
* You have experience leading operational transformations, managing resistance, and securing buy-in
* You are literate in AI and automation: able to define requirements, evaluate solutions, and measure ROI of AI-driven initiatives
* You are fluent both written and spoken French and English
**Evaneos may be a great fit for you if:**
* You thrive in fast-paced, data-driven environments where operational impact is visible and measurable
* You are a pragmatic problem-solver, focused on impact over perfection and comfortable with 80/20 approaches
* You are recognized for your ownership mentality: you take initiative, escalate early when blocked, and follow through to completion
* You are excited about leveraging AI and automation to transform customer service at scale