About the job
Your Mission
We seek a Senior Manager of Customer Excellence (CX) to spearhead our CX Team within the Customer Relations (CR) department. Established in 2025, this dynamic team is dedicated to Quality Operations and continuous enhancement. In this role, you will take ownership of global quality KPIs, managing CRT Quality Standards, Quality Reviews, CSAT, and fostering Customer Centricity across our global internal and external CR Teams. You will develop and implement strategies to enhance CSAT across 21 countries and four supply chains. To facilitate this transformation, you will lead a committed team of Quality Associates, ensuring a balanced workload between operational tasks and strategic OKR initiatives.
Your Responsibilities
- Strategic Leadership & Governance: Establish the CX team as the focal point for Customer Centricity and CSAT at BlaBlaCar. You will mentor your team towards independence while promoting accountability in cross-functional leadership discussions. You will independently craft the team’s roadmap and oversee its implementation.
- Global Quality Operations: Formulate and execute the quality strategy across all internal and external (BPO) operations, including Trust & Safety workflows. You will supervise the operational quality reviews performed by your team and collaborate directly with BPO quality counterparts and internal managers to ensure consistent performance.
- CSAT & Voice of the Customer (VOC): Lead the redesign of our CSAT tracking system and VOC reporting, prioritizing and addressing customer pain points across the organization.
- Innovation & AI Integration: Direct the rollout of our new quality management tool and incorporate AI into daily workflows to enhance quality analysis and efficiency.
- Cross-Functional Project Support: Represent quality in significant operational changes and projects, ensuring that quality standards are upheld and effectively communicated.
Your Qualifications
- 6–8+ years of experience in leading Quality, Customer Support, or BPO teams within high-growth technology environments; proven success in creating frameworks that enhance global CSAT.
- Demonstrable expertise in process optimization and project management.

