Customer Excellence Senior Manager

Your Mission

We are looking for a Customer Excellence (CX) Senior Manager to lead our CX Team within the Customer Relations (CR) department.

Established in 2025, this evolving team focuses on Quality Operations and continuous improvements. As the Senior Manager, you will own and drive global quality KPIs, overseeing CRT Quality Standards, Quality Reviews, CSAT, and Customer Centricity for all global internal and external CR Teams. You are responsible for defining and driving the strategy to actively increase CSAT across 21 countries and four supplies. To drive this transformation, you will lead a dedicated team of Quality Associates, ensuring that their workload is balanced effectively across operational run tasks and strategic OKR projects.

Your Responsibilities

• Strategic Leadership & Governance: Position the CX team as the central hub for Customer Centricity and CSAT within BlaBlaCar. You will manage and mentor your team towards autonomy while driving accountability in cross-functional leadership meetings. You independently define the team’s roadmap and own its execution.
• Global Quality Operations: Define and execute the quality strategy across all internal, external (BPO), and Trust & Safety workflows. You oversee the execution of operational quality reviews performed by your team, owning and driving quality results directly with BPO quality counterparts and in collaboration with internal managers to ensure consistent performance.
• CSAT & Voice of the Customer (VOC): Oversee the redesign of our CSAT tracking experience and VOC reporting, ensuring that customer pain points are prioritized, resourced, and resolved across the entire organization.
• Innovation & AI Integration: Lead the rollout of our new quality management tool and actively embed AI into your team’s daily workflows to optimize quality analysis and efficiency.
• Cross-Functional Project Support: Act as the voice of quality in major operational transitions and projects, ensuring quality standards are maintained and represented.

Your Qualifications

• 6–8+ years of experience leading Quality, Customer Support or BPO teams in high-growth tech; you have a proven track record of architecting frameworks that directly increase global CSAT. 
• You have a strong track record in process optimization and project management, with the ability to balance daily operational needs with strategic improvement initiatives.
• You are a passionate advocate for excellence with a "customer-first" philosophy 
• You have a data-driven mindset, with the ability to turn complex datasets into a clear narrative and actionable strategy.
• You have strong stakeholder management skills, capable of driving alignment across internal Product teams and external BPO partners.
• You are an empathetic leader who can manage a full-remote team, actively maintaining team excellence and knowledge sharing.
• You have excellent communication skills in English (written and spoken) and the confidence to represent the "Voice of the Customer" in leadership meetings.

What we have to offer

•  Hybrid status for this role : 2-3 days at the Office
• 4 additional weeks on top of legal maternity/paternity leaves
• 50% healthcare coverage (Alan)
• Financial support for home office equipment
• Minimum 25 days holiday per year 
• Local meal plan policy (Swile card)
• 50% transportation paid (Forfait Mobilité Durable)
• Free unlimited carpooling & bus rides
• Personal growth via trainings, mentorship, and internal mobility programs
• Employee Stock ownership plan
• Regular team building events
• 1 day off per year to test our product
• 1 day per year for social engagements with non-profits

Interested in joining the ride?

•  a 45-min video-call with your Talent Acquisition Manager to get to know you, understand your career expectations and answer your questions
• a 60-min interview with your future manager Laura Garde, Head of Ops Excellence – Customer Support, to discuss your interest in the role and your career expectations
• a fully remote exercise to evaluate your technical skills
• a 60-min interview with Laura and Sarah Krenn, Customer Excellence Senior Manager, to review the business case and to check team-fit
• a 30-min interview with Emmanuel Turounet, VP Customer Relations

Our hiring process lasts on average 25-30 days, offers usually come within 48 hours.