Head of Customer Experience

Join Onepilot as the Head of Customer Experience, where you will lead a team of Customer Experience Managers and play a key role in ensuring operational excellence across our customer portfolio. You will be responsible for delivering outstanding customer relationships, driving cross-functional collaboration, and scaling the Customer Experience function. This is a key leadership role with a direct impact on Onepilot's growth.

Diriger et développer une équipe de gestionnaires de l'expérience client, en fixant des objectifs ambitieux et en soutenant l'équipe pour atteindre l'excellence opérationnelle.

Responsibilities

• Assurer la performance opérationnelle de notre portefeuille client, en surveillant les indicateurs clés et en mettant en œuvre des plans d'action correctifs.
• Agir en tant que sponsor exécutif pour les clients stratégiques, en soutenant l'équipe lors des revues commerciales et des situations clients sensibles.

Requirements

• 7+ years of experience in Customer Care, Customer Operations or Customer Experience.
• Significant experience managing customer support operations at scale.
• Proven experience leading and developing high-performing teams.
• Strong project management and organizational skills.
• Excellent analytical mindset with a data-driven approach to decision-making.
• Comfortable working in a fast-paced startup or scale-up environment.
• Strong stakeholder management and communication skills.
• Hands-on leader who enjoys solving operational challenges.
• Fluent in French and English. A third language is a plus.

Preferred

• Experience in BPO, outsourcing or customer support services.
• Experience working with AI-powered customer support tools.
• Experience managing Enterprise customers.

Benefits

• A key leadership role with a direct impact on Onepilot's growth.
• Competitive salary.
• Flexible hybrid remote policy.
• HR Reviews twice a year to support your professional development.
• MacBook, annual offsites, team events and much more.